GovCIO · 9 hours ago
Help Desk Analyst (Remote)
United States
Full-time
Remote
Mid, Senior Level
$60K/yr - $65K/yr
5+ years expGovCIO is currently hiring for a Help Desk Analyst to support the Department of Veteran Affairs. The role involves resolving help desk tickets, interacting with end users, and collaborating with project teams to ensure effective support operations.
ConsultingIT InfrastructureIT ManagementManagement Consulting
No H1B
U.S. Citizen Only
Responsibilities
Resolution of help desk tickets received from the end users
Interacting with end users in a professional manner
Escalation of issues to VA (Veteran Affairs) stakeholders
Development, review, and maintenance of help desk process, knowledge artifacts, and other documentation
Collaboration across entire project team functional areas to ensure help desk is in alignment with the evolving product as new features are developed and released
Generates help desk reports, maintaining content on SharePoint sites, and end user/help desk training session planning and coordination
Work directly with the Project Manager, developers, Office of Information & Technology, and other government staff to maintain daily operations
Escalate issues to the Project Manager as needed
Create reports from gathered and logged metrics for content requests, Customer Service support, and/or web analytics
Manage and track the suspended-user process
Provide support from 8 a.m. – 5 p.m. (Eastern Time) Mondays through Fridays except for Federal Holidays
Qualification
Required
Bachelor's degree with 2 - 5 years (or commensurate experience)
Proficiency in MS Word, Excel, and PowerPoint
Organized, self-directed, and able to work with minimal supervision
Strong understanding of help desk and ticketing system (ServiceNow)
Strong communication skills for professional interactions with end users and stakeholders
Customer-centric approach to resolve issues efficiently while maintaining user satisfaction
Ability to work with cross-functional teams, including project managers, developers, and IT staff
Dependability for providing support during designated hours, ensuring timely response and resolution
Minimum of 2 years of experience supporting public-facing helpdesk or equivalent
At least 5 years total professional experience
Preferred
VA clearance (Public Trust) and access
Knowledgeable of VA organizations and processes
Bachelor's Degree or equivalent
Benefits
Employee Assistance Program (EAP)
Corporate Discounts
Learning & Development platform, to include certification preparation content
Training, Education and Certification Assistance*
Referral Bonus Program
Internal Mobility Program
Pet Insurance
Flexible Work Environment
Company
GovCIO
GovCIO is a business consulting firm that focuses on cyber security, digital, data, management and mission services, and IT services.
1001-5000 employees
Funding
Current Stage
Late StageLeadership Team
Lynn Oakes
Sr. Vice President, Contracts at GovCIO
Andre Green
Vice President Special Operations Support Solutions (SOSS) GOVCIO
Recent News
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