VivSoft logo
VivSoft

Solving complex Public Sector Use cases using emerging technologies - SBIR Phase III Awardee

Help Desk Analyst

IT SupportIT SupportFull TimeRemoteMid LevelTeam 51-200Since 2011H1B SponsorCompany SiteLinkedIn

Location

United States

Posted

16 hours ago

Salary

0

Seniority

Mid Level

Bachelor Degree2 yrs expEnglish

Job Description

Help Desk Analyst

VivSoft

• Provide technical support and troubleshooting assistance for users operating within the federal customer. • Diagnose and resolve hardware, software, network, and application-related issues in a timely and professional manner. • Respond to user inquiries and document incidents, requests, and resolutions using established ticketing systems. • Escalate complex technical issues to appropriate support teams when necessary. • Monitor assigned tickets to ensure timely resolution and adherence to service level agreements (SLAs). • Assist users with system access, account support, and application-related questions. • Support operational activities and contribute to maintaining a high level of customer satisfaction. • Collaborate with team members to identify recurring issues and recommend process improvements. • Maintain accurate documentation of troubleshooting procedures, resolutions, and knowledge articles. • Support shift operations and, when applicable, assist with team leadership or lead diagnostic activities.

Job Requirements

  • U.S. Citizenship required.
  • Ability to obtain and maintain a Public Trust clearance.
  • Must possess an IT-II Non-Critical Sensitive (Tier 3) security clearance.
  • Bachelor's degree in Information Technology, Computer Science, or a related field.
  • Minimum of 2 years of experience providing Help Desk or Technical Support services.
  • Experience supporting computer hardware, operating systems, and software applications.
  • Understanding of how software applications interact with computer hardware and operating systems.
  • Experience diagnosing and resolving technical issues in a customer support environment.
  • Relevant technical certification from a nationally recognized certification authority.
  • Excellent verbal communication, customer service, and problem-solving skills.
  • Ability to work independently while contributing effectively within a team environment.

Benefits

  • Comprehensive Medical, Dental, and Vision Plans (Healthcare benefits are 100% employer-paid for employees only)
  • Life Insurance
  • Paid Time Off (Flexible/Combined PTO, Bereavement Leave, 11 Company Paid Holidays)
  • 401K Retirement Plan with employer match
  • Professional Development Training Reimbursement

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