Today
Public Trust
Unspecified
Unspecified
IT - Support
(On-Site/Office)
OVERVIEW:
We are seeking a Helpdesk Analyst 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 a Help Desk Technical Support. This consultant will help build our practice by helping improve service delivery and responding to users of VA VEText as Tier 1/2 Support and working with VEText Support. As we are a remote team, this consultant must have the ability to work remotely both as an individual and in distributed teams.
This position is a good fit for someone who is passionate about customer service and support, but also curious and excited about all aspects of creating great user experiences-and who's eager to grow into a role with more responsibility. While we are looking for team members with outstanding skills as individual contributors, team members are not just writers, editors, content strategists, designers, researchers, or software engineers. The right candidate excels in a team with various skill sets and abilities and will often be asked to perform duties outside of their core role. They are able to work in environments that highlight not just their unique skills, but also their problem-solving skills and attention to detail. Similarly, team members will contribute to internal projects in all areas of the business, including but not limited to sales and business development, marketing, process development, and training development.
GENERAL DUTIES:
REQUIRED QUALIFICATIONS:
DESIRED QUALIFICATIONS:
CLEARANCE:
We are seeking a Helpdesk Analyst 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 a Help Desk Technical Support. This consultant will help build our practice by helping improve service delivery and responding to users of VA VEText as Tier 1/2 Support and working with VEText Support. As we are a remote team, this consultant must have the ability to work remotely both as an individual and in distributed teams.
This position is a good fit for someone who is passionate about customer service and support, but also curious and excited about all aspects of creating great user experiences-and who's eager to grow into a role with more responsibility. While we are looking for team members with outstanding skills as individual contributors, team members are not just writers, editors, content strategists, designers, researchers, or software engineers. The right candidate excels in a team with various skill sets and abilities and will often be asked to perform duties outside of their core role. They are able to work in environments that highlight not just their unique skills, but also their problem-solving skills and attention to detail. Similarly, team members will contribute to internal projects in all areas of the business, including but not limited to sales and business development, marketing, process development, and training development.
GENERAL DUTIES:
- First point of contact of user issues. Respond to Tier 1 and 2 queries via email, attempting to resolve user problems with initial contact.
- Managing Tier 1 and 2 case issues within a multichannel environment (Microsoft Teams, Outlook, ServiceNow and Zenhub )
- Attend regular strategic meetings with the team and other groups and give daily stand-up briefs on Tier 2 issues.
- Review with Tier 2 and 3 triaged cases / escalated tickets (ServiceNow/GitHub/Zenhub) with a sense of urgency. Support accurate Incident and Request Management information in tickets.
- Review and give feedback on VEText Knowledge Base articles (Microsoft Sharepoint) and case response templates based on user feedback.
- Work with Tier 2 and 3 on reports detailing the number of cases received, how many were resolved according to established time frames, and outstanding cases.
- Work with VEText end-users on issues that include but not limited to: administration workflows and system updates, documentation or user interface issues and perform problem resolution with wider VEText support team.
- Monitor major issues and initiate communications to necessary teams including communication with the VEText end-user community.
REQUIRED QUALIFICATIONS:
- Government contracting work
- Remote work, especially work with distributed teams. Experience with agile teams or knowledge of Zenhub, Github and ServiceNow for support tickets
- Tech support background (2 to 3 years), familiarity researching through Github Microsoft Sharepoint, and Confluence documents.
- Bachelor's degree in Computer Science, IT or in a related field
- Familiarity with Federal customers, 4 to 5 years of Help Desk experience
- Strong analytical, problem-solving, and dot-connecting skills with the ability to develop quick, accurate situational awareness
- Must be a United States citizen
- Ability to manage multiple communication channels: Slack, and Microsoft Teams & Outlook.
DESIRED QUALIFICATIONS:
- 2-3 Years of Federal IT Help Desk Experience
- Good communication skills in a remote remote working environment
- Minimal Front-end experience (Javascript)
CLEARANCE:
- US Citizenship required
group id: 90943786
