Help Desk Analyst

Rc4Vets • Chantilly, VA

1d • Remote

About The Position

RC4Vets LLC, a verified Service-Disabled Veteran-Owned Small Business (SDVOSB), is a provider of information technology services using Agile methods to commercial and government clients. RC4Vets is a company of Subject Matter Experts with deep expertise in Healthcare IT and Veterans Benefits Delivery. RC4Vets stands for Really care for our Veterans and our founding is based on the principles of improving the life of veterans using smart and innovative technology solutions. For more information, visit us at www.rc4vets.com . 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. The Remote Help Desk Analyst responsibilities include: 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) and/or 2pm to 7pm Mondays through Fridays except for Federal Holidays. This role may evolve to include support for additional products in the Benefits and Memorials portfolio.

Requirements

• 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
• Must be able to obtain Public Trust clearance.

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 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.

Benefits

• We provide our employees with a lucrative benefits package including medical, dental and vision plan options, life & disability insurance, paid time off, 401k with employer match, employee wellness program and paid government holidays.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed