Tier 2 Help Desk Analyst/IT Generalist (Remote)

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:

• Leading the daily management and resolution of help desk tickets, ensuring timely and accurate responses for end users.

• Providing professional-level support and guidance to end users and stakeholders, including interpreting issues and determining appropriate resolution paths.

• Evaluating, escalating, and coordinating complex issues with Veteran Affairs (VA) stakeholders as necessary.

• Developing, maintaining, and improving help desk processes, workflows, knowledgebase articles, and other operational documentation.

• Collaborating proactively with cross-functional project teams to ensure help desk operations remain aligned with evolving program requirements, system enhancements, and new feature releases.

• Creating and managing analytical help desk reports, overseeing SharePoint content, and coordinating end-user and help desk training sessions.

• 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.

• Exercising discretion when escalating issues to the Project Manager and determining the appropriate communication strategy.

• Producing operational and analytical reporting based on metrics related to content requests, customer service trends, and web analytics.

• Managing and overseeing the suspended-user process, applying established procedures and professional judgment.

• Providing dependable exempt-level support Monday-Friday, 8 a.m. - 5 p.m. Eastern Time, excluding Federal Holidays.

Required Skills and Experieince

• Bachelor's degree and 2-5 years of related professional experience (or equivalent combination of education and experience).

• Proficiency with Microsoft Word, Excel, and PowerPoint.

• Highly organized, self-directed, and able to work independently with minimal supervision.

• Strong understanding of help desk operations and ticketing platforms, including ServiceNow.

• Excellent communication skills with the ability to interface professionally with end users and senior stakeholders.

• Demonstrated customer-centric approach to issue resolution while ensuring consistent service quality.

• Ability to collaborate with project managers, developers, IT staff, and cross-functional teams.

• Proven dependability in supporting operations during designated hours and managing responsibilities autonomously.

• Minimum of 2 years supporting a public-facing help desk or equivalent environment.

• At least 5 years of total professional experience.

Preferred Skills and Experience

• VA Public Trust clearance and system access.

• Familiarity with VA organizational structure, processes, and operating environments.

• Bachelor's degree or equivalent experience beyond minimum requirements.

Clearance Requirement

• Must be able to obtain and maintain a Suitability/Public Trust Clearance.

The posted pay range, if referenced, reflects the range expected for this position at the commencement of employment, however, 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, employee will be in an "at-will position" and the 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.

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?