GovCIO

Help Desk Analyst

GovCIO

full-time

Posted on:

Origin:  • 🇺🇸 United States

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Salary

💰 $50,000 - $60,000 per year

Job Level

JuniorMid-Level

Tech Stack

Cyber SecurityJavaScriptServiceNow

About the role

  • Provide support from 10 a.m. – 7 p.m. (Eastern Time) Mondays through Fridays except for Federal Holidays.
  • Resolution of help desk tickets received from the end users.
  • Interacting with end users in a professional manner.
  • Escalation of issues to VA (Veteran Affairs) stakeholders.
  • Development, review, and maintenance of help desk process, knowledge artifacts, and other documentation.
  • Collaboration across entire project team functional areas to ensure help desk is in alignment with the evolving product as new features are developed and released.
  • Generates help desk reports, maintaining content on SharePoint sites, and end user/help desk training session planning and coordination.
  • Work directly with the Project Manager, developers, Office of Information & Technology, and other government staff to maintain daily operations.
  • Escalate issues to the Project Manager as needed.
  • Create reports from gathered and logged metrics for content requests, Customer Service support, and/or web analytics.
  • Manage and track the suspended-user process.

Requirements

  • Bachelor's degree with 2 - 5 years (or commensurate experience)
  • Proficiency in MS Word, Excel, and PowerPoint
  • Strong understanding of help desk and ticketing system (ServiceNow)
  • Strong communication skills for professional interactions with end users and stakeholders
  • Customer-centric approach to resolve issues efficiently while maintaining user satisfaction
  • Ability to work with cross-functional teams, including project managers, developers, and IT staff
  • Dependability for providing support during designated hours, ensuring timely response and resolution
  • Minimum of 2 years of experience supporting public-facing helpdesk or equivalent
  • At least 5 years total professional experience