Business Analyst/Help Desk Technician - Homeland Security

• Resolve Help Desk Tickets: Provide exceptional Tier 1 & 2 support for the software, resolving login, performance, and functionality issues.
• Analyze Requirements: Engage with agency stakeholders to gather, evaluate, and write comprehensive requirements (use cases, user stories, and wireframes).
• Perform Quality Assurance: Conduct manual testing, regression testing, and support user acceptance testing (UAT) to ensure software builds are error-free.
• Educate Users: Author clear user guides, FAQs, and lead webinars to assist personnel in adopting new software features.

You are the ultimate user advocate. Combining empathetic technical customer support with sharp analytical skills, you love finding out what users need and translating those observations into structured technical requirements. You have excellent communication skills, enabling you to patiently walk a user through a help ticket and, in the next hour, write a detailed user story for the engineering team., * Experience: Minimum of 2 years of experience in software development business analysis or IT helpdesk operations.

• Tools: Familiarity with requirements software (JIRA, Confluence) and ticketing platforms (ServiceNow, Zendesk, or similar).
• Education: Bachelor’s degree in IT, Business Administration, or related field preferred (equivalent experience accepted).
• Clearance: Ability to obtain and maintain a federal background suitability check.

Pulled from the full job description

• Loan repayment program
• Tuition reimbursement
• Paid parental leave
• Parental leave
• Health insurance
• 401(k) matching
• Paid time off, When you join our team, you enjoy a robust suite of benefits tailored to support your “whole self”:
• Comprehensive Health: Competitive medical, dental, and vision options (BCBS CareFirst), plus HSA and FSA.
• Financial Protection: 401(k) with corporate match, and fully paid life and disability insurance.
• Work-Life Harmony: Generous PTO, 11 paid federal holidays, and 6 weeks of fully paid parental leave.
• Professional & Personal Growth: Up to $5,000 annually in tuition assistance or student loan repayment, plus $200/year “Get Out and Learn” and $200/year “Get Out and Run” micro-benefits. EEO/Veteran/Disabled

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