Help Desk Analyst

MDW Associates, LLC is seeking a detail‑oriented Help Desk Analyst to support the Missile Defense Agency (MDA) ORBIT enterprise modernization environment in Huntsville, Alabama. This role will provide Tier I/II user support for ORBIT and related business, acquisition, contracting, and financial management systems while assisting with financial data validation, reporting support, issue tracking, and user coordination. The Help Desk Analyst will serve as a front‑line support resource for users navigating modernized enterprise applications and system transitions.

The ideal candidate will combine strong customer service skills, disciplined issue documentation, and a practical understanding of financial or business operations in a structured federal environment.

This role is on‑site/hybrid.

• Provide Tier I/II help desk and user support for ORBIT and related MDA business, acquisition, contracting, and financial management systems.
• Respond to, track, troubleshoot, and resolve user inquiries using a ticketing system or structured issue‑management process.
• Support users with access, authentication, navigation, data‑entry, reporting, and system functionality issues.
• Escalate complex technical, functional, or policy‑related issues to developers, business analysts, functional leads, or government stakeholders as appropriate.
• Document issues, resolutions, recurring trends, and user feedback to support continuous improvement and system sustainment.
• Assist with financial data validation, reconciliation, reporting, and quality‑control activities in support of budget execution and business operations.
• Help users navigate financial, contracting, and business process tools in accordance with established procedures, internal controls, and applicable standards.
• Support system transitions, releases, upgrades, user acceptance testing, and sustainment activities by documenting defects, validating fixes, and communicating status.
• Maintain user guides, standard operating procedures, quick‑reference materials, frequently asked questions, and other support documentation.
• Coordinate daily with project managers, developers, business analysts, and client stakeholders using tools such as Jira, Microsoft Teams, SharePoint, and related collaboration platforms.

• 3 years of helpdesk, user support, business systems support, financial systems support, or related experience.
• Experience responding to user inquiries, troubleshooting issues, documenting resolutions, and escalating complex issues through a structured process.
• Basic understanding of financial processes, budgeting, accounting, acquisition, contracting, or enterprise business systems.
• Strong attention to detail, problem‑solving ability, and commitment to accurate documentation.
• Excellent written and verbal communication skills, including the ability to explain system issues to both technical and non‑technical users.
• Ability to work independently and collaboratively in a structured, compliance‑focused, mission‑oriented environment.
• Familiarity with Microsoft Office tools, SharePoint, Teams, Excel, and common ticketing or issue‑tracking systems.
• Active DoD Secret clearance required.

• Experience supporting Department of Defense, federal government, or federal contractor environments.
• Experience with MDA, defense acquisition, contracting, financial management, budget execution, or business operations systems.
• Experience supporting Appian, SharePoint, ERP, financial management, budget, or workflow‑based enterprise systems.
• Familiarity with Jira, Service Now, Remedy, or another ticketing or IT service management platform.
• Experience supporting system transitions, modernization efforts, release testing, user acceptance testing, or application sustainment.
• Experience developing or maintaining user guides, SOPs, help materials, training aids, or knowledge‑base articles.
• Familiarity with Power BI, data validation, reporting, or dashboard support activities.

• Bachelor's degree in Business, Finance, Accounting, Information Systems, Computer Information Systems, or a related field.
• Equivalent experience may be…