Help Desk Analyst

Overview

The Help Desk Analyst role at Help Desk Analyst supports a legacy application for the Department of Veteran Affairs. The position is full-time and fully remote, providing essential support and coordination for Veteran Affairs operations.

Responsibilities

• Resolve help desk tickets from end users.
• Interact professionally with end users and stakeholders.
• Escalate issues as needed to VA stakeholders and Project Manager.
• Develop, review, and maintain help desk processes and documentation.
• Collaborate with project teams to align help desk operations with new product features.
• Generate reports and maintain content on SharePoint.
• Plan and coordinate end user training sessions.

Qualifications

• Bachelor's degree with 2 - 5 years (or equivalent) of experience.
• Proficiency in MS Word, Excel, and PowerPoint.
• Experience with help desk and ticketing systems (ServiceNow).
• Strong communication and customer-centric skills.
• Minimum 2 years supporting a public-facing helpdesk, 5+ years professional experience overall.

Preferred Skills

• VA clearance (Public Trust) and access.
• Understanding of VA organizations and processes.

Interview & Hiring Process

The interview process is virtual with video interviews requiring camera on and a valid photo ID. Enhanced biometrics ID verification and background checks are part of the process.

Employee Perks

GovCIO offers various benefits including EAP, corporate discounts, education and certification assistance, referral bonus, internal mobility, pet insurance, and a flexible work environment for full-time employees.

Key skills/competency

• Help Desk
• ServiceNow
• MS Office
• Communication
• Documentation
• Ticketing system
• Collaboration
• Reporting
• Training
• Veteran Affairs