GovCIO
GovCIO

Tier 2 Help Desk Analyst/IT Generalist

• Posted 4 hours ago • Updated 4 hours ago
Full Time
USD $65,000.00 - 70,000.00 per year
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Job Details

Skills

  • Tier 2
  • Recruiting
  • Legacy Systems
  • Workflow
  • Knowledge Base
  • Documentation
  • Microsoft SharePoint
  • Training
  • Problem Analysis
  • Analytical Skill
  • Reporting
  • Customer Service
  • Web Analytics
  • Microsoft Word
  • Microsoft Excel
  • Microsoft PowerPoint
  • Organized
  • Supervision
  • ServiceNow
  • Communication
  • Issue Resolution
  • Collaboration
  • Dependability
  • Management
  • Help Desk
  • Organizational Structure
  • Security Clearance

Summary

GovCIO is currently hiring for a Help Desk Analyst/IT Generalist to for a legacy application to support the Department of Veteran Affairs (VA). This position will be full-time and fully remote.

Responsibilities

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

Required Skills and Experieince
  • 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.


Preferred Skills and Experience
  • VA Public Trust clearance and system access.
  • Familiarity with VA organizational structure, processes, and operating environments.
  • Bachelor's degree or equivalent experience beyond minimum requirements.


Clearance Requirement
  • Must be able to obtain and maintain a Suitability/Public Trust Clearance.

Posted Salary Range

USD $65,000.00 - USD $70,000.00 /Yr.
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.
  • Dice Id: 10443217
  • Position Id: 8470
  • Posted 4 hours ago

Company Info

About GovCIO

GovCIO is a rapidly growing provider of advanced technology solutions and digital services for the federal government. Combining our extensive federal experience with the latest innovations in IT and disruptive approaches, our experts develop comprehensive solutions to meet the most pressing demands of today’s government agencies. From the U.S. military to Health and Human Services, we have an impressive track record of helping our customers optimize how they operate.

We’re transforming government IT, empowering our federal customers to meet the challenges of today while building the government of tomorrow.

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