GovCIO is a service-disabled-veteran-owned small business (SDVOSB) that offers technology services to improve business performance for government organizations.
Tier 2 Help Desk Analyst/IT Generalist
Location
EST (UTC-5)
Posted
1 day ago
Salary
$65K - $70K / year
Seniority
Mid Level
No structured requirement data.
Job Description
Tier 2 Help Desk Analyst/IT Generalist
GovCIO
Role Description GovCIO is currently hiring for a Help Desk Analyst/IT Generalist to support a legacy application for the Department of Veteran Affairs (VA). This position will be full-time and fully remote. The Help Desk Analyst/IT Generalist serves in a professional, exempt capacity and exercises independent judgment in supporting and maintaining critical operations for Veteran Affairs. Core responsibilities include: - Leading the daily management and resolution of help desk tickets, ensuring timely and accurate responses for end users. - Providing professional-level support and guidance to end users and stakeholders, including interpreting issues and determining appropriate resolution paths. - Evaluating, escalating, and coordinating complex issues with Veteran Affairs (VA) stakeholders as necessary. - Developing, maintaining, and improving help desk processes, workflows, knowledgebase articles, and other operational documentation. - Collaborating proactively with cross-functional project teams to ensure help desk operations remain aligned with evolving program requirements, system enhancements, and new feature releases. - Creating and managing analytical help desk reports, overseeing SharePoint content, and coordinating end-user and help desk training sessions. - Partnering with the Project Manager, developers, Office of Information & Technology, and government personnel to ensure continuity of daily operations and provide expert-level problem analysis. - Exercising discretion when escalating issues to the Project Manager and determining the appropriate communication strategy. - Producing operational and analytical reporting based on metrics related to content requests, customer service trends, and web analytics. - Managing and overseeing the suspended-user process, applying established procedures and professional judgment. - Providing dependable exempt-level support Monday–Friday, 8 a.m. – 5 p.m. Eastern Time, excluding Federal Holidays. Qualifications - Bachelor’s degree and 2–5 years of related professional experience (or equivalent combination of education and experience). - Proficiency with Microsoft Word, Excel, and PowerPoint. - Highly organized, self‑directed, and able to work independently with minimal supervision. - Strong understanding of help desk operations and ticketing platforms, including ServiceNow. - Excellent communication skills with the ability to interface professionally with end users and senior stakeholders. - Demonstrated customer-centric approach to issue resolution while ensuring consistent service quality. - Ability to collaborate with project managers, developers, IT staff, and cross‑functional teams. - Proven dependability in supporting operations during designated hours and managing responsibilities autonomously. - Minimum of 2 years supporting a public-facing help desk or equivalent environment. - At least 5 years of total professional experience. Requirements - Must be able to obtain and maintain a Suitability/Public Trust Clearance. Benefits - Posted Salary Range: USD $65,000.00 - USD $70,000.00 /Yr.
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