Overview:
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:
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Leading the daily management and resolution of help desk tickets, ensuring timely and accurate responses for end users.
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Providing professional-level support and guidance to end users and stakeholders, including interpreting issues and determining appropriate resolution paths.
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Evaluating, escalating, and coordinating complex issues with Veteran Affairs (VA) stakeholders as necessary.
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Developing, maintaining, and improving help desk processes, workflows, knowledgebase articles, and other operational documentation.
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Collaborating proactively with cross-functional project teams to ensure help desk operations remain aligned with evolving program requirements, system enhancements, and new feature releases.
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Creating and managing analytical help desk reports, overseeing SharePoint content, and coordinating end-user and help desk training sessions.
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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.
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Exercising discretion when escalating issues to the Project Manager and determining the appropriate communication strategy.
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Producing operational and analytical reporting based on metrics related to content requests, customer service trends, and web analytics.
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Managing and overseeing the suspended‑user process, applying established procedures and professional judgment.
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Providing dependable exempt-level support Monday–Friday, 8 a.m. – 5 p.m. Eastern Time, excluding Federal Holidays.
Qualifications:
Required Skills and Experieince
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Bachelor’s degree and 2–5 years of related professional experience (or equivalent combination of education and experience).
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Proficiency with Microsoft Word, Excel, and PowerPoint.
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Highly organized, self‑directed, and able to work independently with minimal supervision.
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Strong understanding of help desk operations and ticketing platforms, including ServiceNow.
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Excellent communication skills with the ability to interface professionally with end users and senior stakeholders.
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Demonstrated customer-centric approach to issue resolution while ensuring consistent service quality.
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Ability to collaborate with project managers, developers, IT staff, and cross‑functional teams.
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Proven dependability in supporting operations during designated hours and managing responsibilities autonomously.
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Minimum of 2 years supporting a public-facing help desk or equivalent environment.
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At least 5 years of total professional experience.
Preferred Skills and Experience
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VA Public Trust clearance and system access.
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Familiarity with VA organizational structure, processes, and operating environments.
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Bachelor’s degree or equivalent experience beyond minimum requirements.
Clearance Requirement
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Must be able to obtain and maintain a Suitability/Public Trust Clearance.
Posted Salary Range: USD $65,000.00 - USD $70,000.00 /Yr.
