Business​/Help Desk Analyst

Business / Help Desk Analyst

Location: Remote

Other Considerations: U.S. Citizen or Permanent Resident (Required)

Sprezzatura is a mission-driven, Service-Disabled Veteran-Owned Small Business (SDVOSB) that thrives at the intersection of technology, innovation, and impact. We specialize in secure, scalable, and human-centered digital solutions that accelerate government transformation. Our work spans Dev Sec Ops , health IT modernization, intelligent automation, benefits delivery, and digital communications. We partner with agencies ready to evolve—delivering not just strategy, but measurable execution.

Rooted in operational excellence and driven by curiosity, we help our clients navigate complexity with clarity—turning ambitious ideas into real-world outcomes. No buzzwords. Just impact.

We are seeking a Business / Help Desk Analyst to join our team supporting VINCI on the OMEGA contract. In this role, you will provide frontline Tier 0/1 support to the VINCI user community by triaging requests, resolving issues, and ensuring tickets are routed efficiently to the appropriate teams. You will support core project management activities including documentation, milestone tracking, and procurement preparation to maintain visibility and keep work streams on schedule.

Through this blend of operational and technical support, the role helps ensure the VINCI program runs smoothly, remains accountable, and delivers timely, reliable service to its users.

This is an excellent opportunity for someone who is passionate about delivering exceptional user support, strengthening operational efficiency, and enabling data-driven research through reliable, well-managed technical services.

• Minimum of an Associate’s Degree plus at least four years’ experience, or a Bachelor’s Degree in Engineering, Computer Science, Systems, Business or related scientific/technical discipline plus a minimum of two years’ experience.
• In lieu of a degree, five years of relevant project management experience in managing multiple concurrent LCNC product and platform focused projects across various and asynchronous delivery lifecycle phases with individual project value over $5 million dollars each.
• One entry-level industry recognized cloud/cyber certification is required, such as Certificate of Cloud Security Knowledge (CCSK), Security+, Systems Security Certified Practitioner (SSCP), etc.

• 2–3 years of help desk or technical support experience, preferably in a Tier 0/1 environment.
• Experience with ticketing/help desk systems (e.g., Jira, Service Now, or similar).
• Strong documentation skills, including meeting minutes, project tracking artifacts, and process documentation.
• Basic project management support experience, such as milestone tracking, procurement package preparation, or task coordination.
• Familiarity with government or enterprise IT environments (preferred but not required).

• Excellent communication skills, with the ability to clearly explain issues and updates to both technical and non-technical users.
• Strong organizational and time-management abilities, especially in fast-moving or multi-tasking environments.
• Collaborative mindset, able to work closely with program managers and cross-functional teams.
• Customer-service orientation, demonstrating patience, professionalism, and responsiveness with users at all levels.
• Problem-solving and critical thinking skills, with the ability to quickly assess issues and determine the best path forward.

• Experience with VA systems, VINCI platforms, or federal healthcare research environments.
• Hands-on experience with Jira, Service Now, SharePoint, or other enterprise ticketing and documentation tools.
• Background supporting data, research, or analytics-focused programs within government or large enterprise settings.
• Familiarity with federal procurement processes or acquisition workflows.

• Triage and resolve Tier 0/1 support requests efficiently, ensuring users receive quick, accurate assistance and escalating…