Help Desk Analyst; Remote

Overview

GovCIO is currently hiring for a Help Desk Analyst to support the Department of Veteran Affairs (VA) with a legacy application. This position is full‑time and fully remote.

• 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 the entire project team functional areas to ensure the 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.

• Bachelor's degree with 2 – 5 years (or commensurate experience)
• Proficiency in MS Word, Excel, and Power Point
• Organized, self‑directed, and able to work with minimal supervision
• Strong understanding of help desk and ticketing system (Service Now)
• 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

• VA clearance (Public Trust) and access
• Knowledgeable of VA organizations and processes
• Bachelor’s Degree or equivalent

Ability to obtain and maintain a Suitability/Public Trust Clearance.

GovCIO is a team of transformers—people who are passionate about transforming government IT. Every day, we make a positive impact by delivering innovative IT services and solutions that improve how government agencies operate and serve our citizens.

But we can't do it alone. We need great people to help us do great things—for our customers, our culture, and our ability to attract other great people. We are changing the face of government IT and building a workforce that fuels this mission. Are you ready to be a transformer?

If you are selected to move forward, here’s what you can expect:

• During the Interview Process
• Virtual video interview conducted via video with the hiring manager and/or team
• Camera must be on
• A valid photo  be presented during each interview
• During the Hiring Process
• Enhanced Biometrics  screening
• Background check, to include:
• Criminal history (past 7 years)
• Verification of your highest level of education
• Verification of your employment history (past 7 years), based on information provided in your application

At GovCIO, we consistently hear that meaningful work and a collaborative team environment are two of the top reasons our employees enjoy working here. In addition, our employees have access to a range of perks and benefits to support their personal and professional well‑being, beyond the standard company‑offered health benefits, including:

• 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

* Available to full‑time employees

Our employees’ unique talents and contributions are the driving force behind our success in supporting our customers, which ultimately fuels the success…