2118 Help Desk Analyst

OVERVIEW:

We are seeking for a consultant to join our expanding team that provides content, usability, and development services to federal, state, and local government agencies and private sector organizations. This opportunity is for a disciplined, flexible, and empathic consultant whose primary role will be working as an intermediate help desk analyst . This consultant will be helping Va.gov users and Veterans improve service delivery and/or manage organizational change. As we are a remote team, this consultant must have the ability to work remotely both as an individual and engage in distributed teams.

GENERAL DUTIES:

• Managing Tier 2 case issues within a Salesforce environment
• Manage the processing of incoming Tier 2 issues to the Support Desk via Salesforce to ensure courteous, timely and effective resolution of end-user incidents and requests
• Provides support for Va.gov users and Veterans by performing problem diagnosis and guiding users through step-by-step solutions or may provide expertise to solve first and second-tier technical support issues for end-users of the organization's products and services
• Ensure customer service requests (tickets) are handled timely and completely
• Overseeing customer performance analysis, customer network reporting, and SLA compliance (that is set by the VA.gov project team)
• Set high customer service standards and hold engineers accountable to those standards
• Guiding Va.gov users and Veterans in dealing with especially challenging service availability issues
• Contribute to escalated problem resolution by providing hands-on support to end users when necessary
• Work with project team to develop daily, weekly and monthly reports (from our systems) and provide results on the productivity to the management team
• Maintains a strong working knowledge of all internal and external systems and software
• Manage your own time and deadlines in a remote, project-based environment while working both independently and on distributed teams

REQUIRED QUALIFICATIONS:

• Government contracting work
• Remote work, especially work with distributed teams. Experience with agile teams or knowledge of Zenhub, Github for support tickets
• CRM expertise to manage Salesforce
• Project manage implementation of Salesforce Lightning and other improvements to business
• Operational management analysis and customized reports
• Management of data integrity on distributed team(s)
• Language: English
• Familiarity with SalesForce, ServiceNow, and Microsoft Teams & Outlook.
• Verification of identity, education, prior employment, and references may be required
• This may involve a background check and interview with a federal investigator.

DESIRED QUALIFICATIONS:

• 1-2 Years of Federal IT Help Desk Experience
• Strong analytical, problem-solving, and dot-connecting skills with the ability to develop quick, accurate situational awareness
• Good communication skills in a remote remote working environment

CLEARANCE:

• US Citizenship required with the ability to obtain and main a Secret clearance