Help Desk Analyst 10 a.m. - 7 p.m. M-F (Remote)
US-Remote
Careers (External)
Req #: 6491
Type: Full-Time
|
|
|||||||||||
|
||||||||||||
Overview: GovCIO is currently hiring for a Help Desk Analyst to support the Department of Veteran Affairs (VA). This position will be full-time and fully remote. * Provide support from 10 a.m. - 7 p.m. (Eastern Time) Mondays through Fridays except for Federal Holidays. Responsibilities: The Help Desk Analyst performs daily activities that are vital to the operation and support of Veteran Affairs. * 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. Qualifications: Required Skills & Qualifications: * 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 Skills & Qualifications: * VA clearance (Public Trust) and access * Knowledgeable of VA organizations and processes * Bachelor's Degree or equivalent Clearance Required: Ability to Obtain and Maintain a Suitability/Public Trust Clearance
Share this job:
