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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Help Desk Analyst - **Company:** VivSoft Technologies - **Location:** United States (Remote available) - **Experience:** Experienced - **Contract:** Permanent contract - **Skills:** Agile Methodology, Software Applications, JIRA, CompTIA Security+, Scrum Methodology, Computer Equipment, Information Technology, 3-tier Architectures - **Published:** July 7, 2026 - **Apply:** https://www.clearancejobs.com/jobs/9014042/help-desk-analyst ## About the Role * U.S. Citizenship required. * Ability to obtain and maintain a Public Trust clearance. * Must possess an IT-II Non-Critical Sensitive (Tier 3) security clearance. * Bachelor's degree in Information Technology, Computer Science, or a related field. * Minimum of 2 years of experience providing Help Desk or Technical Support services. * Experience supporting computer hardware, operating systems, and software applications. * Understanding of how software applications interact with computer hardware and operating systems. * Experience diagnosing and resolving technical issues in a customer support environment. * Relevant technical certification from a nationally recognized certification authority. * Excellent verbal communication, customer service, and problem-solving skills. * Ability to work independently while contributing effectively within a team environment. Preferred Qualifications * Experience using Jira for incident and ticket management. * Experience supporting the Procurement Integrated Enterprise Environment (PIEE). * DoD 8570/8140 certification such as CompTIA Security+. * Scrum Master certification or experience working within Agile environments. * Previous experience serving as a Help Desk Lead, Shift Supervisor, or Lead Diagnostician. ## Description We are seeking a motivated Help Desk Analyst to join our team to support a federal customer. This is an excellent opportunity for an early-career IT professional who enjoys solving technical issues, providing exceptional customer support, and working in a collaborative federal IT environment. As a member of the Help Desk team, you will provide first-line technical support to users by diagnosing and resolving hardware, software, and system-related issues. You will work closely with the Program Manager, Business Process Specialists, and fellow Help Desk personnel to ensure timely resolution of incidents while delivering high-quality customer service., * Provide technical support and troubleshooting assistance for users operating within the federal customer. * Diagnose and resolve hardware, software, network, and application-related issues in a timely and professional manner. * Respond to user inquiries and document incidents, requests, and resolutions using established ticketing systems. * Escalate complex technical issues to appropriate support teams when necessary. * Monitor assigned tickets to ensure timely resolution and adherence to service level agreements (SLAs). * Assist users with system access, account support, and application-related questions. * Support operational activities and contribute to maintaining a high level of customer satisfaction. * Collaborate with team members to identify recurring issues and recommend process improvements. * Maintain accurate documentation of troubleshooting procedures, resolutions, and knowledge articles. * Support shift operations and, when applicable, assist with team leadership or lead diagnostic activities. ## Related Videos - [Applying Agile Principles to Incident Management ](https://www.wearedevelopers.com/videos/101-applying-agile-principles-to-incident-management) - [ShapeShift: Reinventing Agile for a B2B SaaS Scale-Up](https://www.wearedevelopers.com/videos/1655-shapeshift-reinventing-agile-for-a-b2b-saas-scale-up) - [Improving quality with Agentic AI with Rovo Dev and Xray](https://www.wearedevelopers.com/videos/2005-improving-quality-with-agentic-ai-with-rovo-dev-and-xray) - [Security Pitfalls for Software Engineers](https://www.wearedevelopers.com/videos/726-security-pitfalls-for-software-engineers) - [Integrate your Cognitive Assistant with 3rd-party DBs and software](https://www.wearedevelopers.com/videos/249-integrate-your-cognitive-assistant-with-3rd-party-dbs-and-software) - [From Punch Cards to AI-assisted Development](https://www.wearedevelopers.com/videos/611-from-punch-cards-to-ai-assisted-development) ## Related Articles - [Fully Remote Software Engineer Jobs](https://www.wearedevelopers.com/magazine/447-fully-remote-software-engineer-jobs) - [Best Paying Jobs in Technology](https://www.wearedevelopers.com/magazine/256-best-paying-jobs-in-technology) - [Is Software Engineering Over-Saturated?](https://www.wearedevelopers.com/magazine/418-is-software-engineering-over-saturated) - [The Most Popular IT Jobs on the Market](https://www.wearedevelopers.com/magazine/376-the-most-popular-it-jobs-on-the-market) - [7 Important Tips That Every Software Developer Should Know](https://www.wearedevelopers.com/magazine/101-7-important-tips-that-every-software-developer-should-know) - [System change: restart as developer?](https://www.wearedevelopers.com/magazine/39-system-change-restart-as-developer)