[Hiring] Help Desk Analyst @RC4VETS LLC

Role Description

We are seeking a Remote Help Desk Analyst who performs daily activities that are vital to the operation and support of Veterans Employment and Readiness Product Line.

• 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.
• Broad support to the Help Desk Lead, such as generating 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.
• Provide any/all information, when instructed, for Freedom of Information (FOIA) requests.
• Provide support from 10am to 7pm (Eastern Time) Mondays through Fridays except for Federal Holidays.
• This role may evolve to include support for additional products in the Benefits and Memorials portfolio.

Qualifications

• Excellent communication skills (oral and written).
• Proficiency in MS Word, Excel, and PowerPoint.
• Organized, self-directed, and able to work with minimal supervision.
• Minimum of 2 years of experience supporting public-facing helpdesk or equivalent.
• At least 5 years total professional experience.

Requirements

• Must be able to obtain Public Trust clearance.

Benefits

• Medical, dental and vision plan options.
• Life & disability insurance.
• Paid time off.
• 401k with employer match.
• Employee wellness program.
• Paid government holidays.