Overview
GovCIO is currently hiring for a Help Desk Analyst to support the Department of Veteran Affairs (VA) with a legacy application. This position is full‑time and fully remote.
Responsibilities
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 the entire project team functional areas to ensure the 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.
Provide support from 8 a.m. – 5 p.m. (Eastern Time) Mondays through Fridays except for Federal Holidays.
Qualifications Required Skills & Qualifications
Bachelor's degree with 2 – 5 years (or commensurate experience)
Proficiency in MS Word, Excel, and PowerPoint
Organized, self‑directed, and able to work with minimal supervision
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
Preferred Skills & Qualifications
VA clearance (Public Trust) and access
Knowledgeable of VA organizations and processes
Bachelor’s Degree or equivalent
Clearance Required Ability to obtain and maintain a Suitability/Public Trust Clearance.
Company Overview GovCIO is a team of transformers—people who are passionate about transforming government IT. Every day, we make a positive impact by delivering innovative IT services and solutions that improve how government agencies operate and serve our citizens.
But we can't do it alone. We need great people to help us do great things—for our customers, our culture, and our ability to attract other great people. We are changing the face of government IT and building a workforce that fuels this mission. Are you ready to be a transformer?
What You Can Expect Interview & Hiring Process If you are selected to move forward, here’s what you can expect:
During the Interview Process
Virtual video interview conducted via video with the hiring manager and/or team
Camera must be on
A valid photo ID must be presented during each interview
During the Hiring Process
Enhanced Biometrics ID verification screening
Background check, to include:
Criminal history (past 7 years)
Verification of your highest level of education
Verification of your employment history (past 7 years), based on information provided in your application
Employee Perks At GovCIO, we consistently hear that meaningful work and a collaborative team environment are two of the top reasons our employees enjoy working here. In addition, our employees have access to a range of perks and benefits to support their personal and professional well‑being, beyond the standard company‑offered health benefits, including:
Employee Assistance Program (EAP)
Corporate Discounts
Learning & Development platform, to include certification preparation content
Training, Education and Certification Assistance*
Referral Bonus Program
Internal Mobility Program
Pet Insurance
Flexible Work Environment
*Available to full‑time employees
Our employees’ unique talents and contributions are the driving force behind our success in supporting our customers, which ultimately fuels the success of our company. Join us and be a part of a culture that invests in its people and prioritizes continuous enhancement of the employee experience.
We are an Equal Opportunity Employer.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender, gender identity or expression, sexual orientation, national origin, disability, or status as a protected veteran. EOE, including disability/vets.
Posted Salary Range USD $60,000.00 – USD $65,000.00 per year.
Salary Structure The posted pay range, if referenced, reflects the range expected for this position at the commencement of employment. The base pay offered may vary depending on multiple individualized factors, including market location, job‑related knowledge, skills, education, experience, and internal equity. The total compensation package for this position may also include other compensation elements, to be discussed during the hiring process. If hired, the employee will be in an “at‑will” position and GovCIO reserves the right to modify base salary (as well as any other discretionary payment or compensation program) at any time, including for reasons related to individual performance, GovCIO or individual department/team performance, and market factors.
Location:
US‑Remote
Position Type Full‑Time
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Responsibilities
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 the entire project team functional areas to ensure the 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.
Provide support from 8 a.m. – 5 p.m. (Eastern Time) Mondays through Fridays except for Federal Holidays.
Qualifications Required Skills & Qualifications
Bachelor's degree with 2 – 5 years (or commensurate experience)
Proficiency in MS Word, Excel, and PowerPoint
Organized, self‑directed, and able to work with minimal supervision
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
Preferred Skills & Qualifications
VA clearance (Public Trust) and access
Knowledgeable of VA organizations and processes
Bachelor’s Degree or equivalent
Clearance Required Ability to obtain and maintain a Suitability/Public Trust Clearance.
Company Overview GovCIO is a team of transformers—people who are passionate about transforming government IT. Every day, we make a positive impact by delivering innovative IT services and solutions that improve how government agencies operate and serve our citizens.
But we can't do it alone. We need great people to help us do great things—for our customers, our culture, and our ability to attract other great people. We are changing the face of government IT and building a workforce that fuels this mission. Are you ready to be a transformer?
What You Can Expect Interview & Hiring Process If you are selected to move forward, here’s what you can expect:
During the Interview Process
Virtual video interview conducted via video with the hiring manager and/or team
Camera must be on
A valid photo ID must be presented during each interview
During the Hiring Process
Enhanced Biometrics ID verification screening
Background check, to include:
Criminal history (past 7 years)
Verification of your highest level of education
Verification of your employment history (past 7 years), based on information provided in your application
Employee Perks At GovCIO, we consistently hear that meaningful work and a collaborative team environment are two of the top reasons our employees enjoy working here. In addition, our employees have access to a range of perks and benefits to support their personal and professional well‑being, beyond the standard company‑offered health benefits, including:
Employee Assistance Program (EAP)
Corporate Discounts
Learning & Development platform, to include certification preparation content
Training, Education and Certification Assistance*
Referral Bonus Program
Internal Mobility Program
Pet Insurance
Flexible Work Environment
*Available to full‑time employees
Our employees’ unique talents and contributions are the driving force behind our success in supporting our customers, which ultimately fuels the success of our company. Join us and be a part of a culture that invests in its people and prioritizes continuous enhancement of the employee experience.
We are an Equal Opportunity Employer.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender, gender identity or expression, sexual orientation, national origin, disability, or status as a protected veteran. EOE, including disability/vets.
Posted Salary Range USD $60,000.00 – USD $65,000.00 per year.
Salary Structure The posted pay range, if referenced, reflects the range expected for this position at the commencement of employment. The base pay offered may vary depending on multiple individualized factors, including market location, job‑related knowledge, skills, education, experience, and internal equity. The total compensation package for this position may also include other compensation elements, to be discussed during the hiring process. If hired, the employee will be in an “at‑will” position and GovCIO reserves the right to modify base salary (as well as any other discretionary payment or compensation program) at any time, including for reasons related to individual performance, GovCIO or individual department/team performance, and market factors.
Location:
US‑Remote
Position Type Full‑Time
#J-18808-Ljbffr