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.