Tier 2 Help Desk Analyst

  • Standard Technology,
  • Remote or Bethesda, MD
  • 2 weeks ago
Accounting, Automation, Communication skills, Computer-aided software engineering, Consulting, Continuous improvement, Contract management, Data structure, Database, DevOps, EDA, ETL, Education, Email, Facets, Federal government, Finance, GFEBS, Government, Help desk, IT, Information systems, Investigation, Microsoft Excel, Microsoft PowerPoint, Microsoft SSMS, Microsoft Windows Azure, Microsoft Word, Operations, Production, ROOT, Recovery, Repair, Reporting, Root cause analysis, SQL, Scripting, Security clearance, Standard operating procedure, System administration, Technical support, Tier 1, Tier 2, Tier 3, Troubleshooting, VIA, WAWF
Full Time
Depends on Experience
Travel not required

Job Description

Tier 2 Help Desk Analyst - Compass




Analyst provides analytic help desk services for Compass. Customer issues/problems flow into help desk request channel (email) and are handled by Tier 1 Help Desk. If any issues/problems have known/documented solutions these are provided by Tier 1. If not, they are immediately moved to Tier 2 for resolution. The Tier 2 Help Desk Analyst provides all services (described under Duties and Responsibilities) to replicate the problem, determine the root cause and create and document a workaround/solution (if possible) and communicate it back to Tier 1. If root cause is a system malfunction, Analyst is responsible for escalating to Tier 3, setting up proper tracking and communications flow and following issue to resolution. Tier 2 Help Desk Analysts may also be required to perform repairs on Production databases using Tier 3-provided tools and standard operating procedures. Responsible for Compass data import operations and results tracking and reporting.

Primary responsibilities

  • Perform moderate-to-complex troubleshooting of user-reported Compass system issues along with other Tier 2 Help Desk Analysts. Determine and document root cause.
  • Implement and document workaround processes and write “how-to” scripts for delivery by Tier 1 Help Desk personnel or automation.
  • Use FreshDesk to manage work tickets and responses and DevOps to escalate issues to Tier 3 for bug repair. Manage interface between DevOps activity and reporting in FreshDesk. Manage to resolution.
  • Access Compass Pre-Production region, where needed, to replicate reported problems for troubleshooting.
  • Access Compass Pre-Production databases via SQL Server Management Studio or Azure Data Studio using SQL for detailed investigation of data structures where necessary.
  • Perform repairs on Production databases using support tools provided by Tier 3 where necessary in association with a specific work ticket. Document repair action taken in work ticket.
  • Collect all files needed for daily data import operations.
  • Determine that all expected files have been delivered. Initiate recovery procedures if files are missing.
  • Examine a sample of files to determine that source format has not changed.
  • Post files to correct location for ETL processing.
  • Post processing, run ETL process reports and distribute.
  • In the case of ETL processing failure, analyze failure, coordinate communication to stakeholders with ETL Development and Systems Administration.
  • In the case of partial ETL processing failure (bugs), coordinate file reprocessing activity with ETL Development and Systems Administration.
  • Participate in continuous process improvement.

Required Skills and Education

  • Bachelor’s Degree and 7 (seven years’) experience working in government finance or contracting field; 10 years’ direct experience in field may be substituted in lieu of degree. -OR- Bachelor’s Degree and 7 (seven years’) experience working in a software support or development environment using SQL; 10 years’ direct experience in field may be substituted in lieu of degree.
  • Must meet the eligibility requirements for a US government issued security clearance.
  • Demonstrated user of financial or contract management information systems such as GFEBS, WAWF, EDA, CRIS, DEAMS, ABSS, and STARS (if qualified working in finance or contracting field).
  • Five (5) years’ experience with DHA medical financial and contracting management field desired (if qualified working in finance or contracting field).
  • Specific knowledge and experience with government accounting theory, principles, and practices; ability to apply skills during daily operational tasks (if qualified working in finance or contracting field).
  • Ability to troubleshoot problems and perform root cause analysis.
  • Excellent oral and written communication skills.
  • Enhanced skills using all facets of Microsoft Office (Word, PowerPoint, Excel


Must be eligible for security clearance (US Citizenship is required).



VEVRRA Federal Contractor

Equal Opportunity Employer of protected veterans


Click here to apply!

Dice Id : jobtblok
Position Id : 134586969
Originally Posted : 2 months ago
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