> Markdown version of [/jobs/ext/1768155-tier-2-help-desk-analyst-it-generalist-remote](https://www.wearedevelopers.com/jobs/ext/1768155-tier-2-help-desk-analyst-it-generalist-remote). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Tier 2 Help Desk Analyst/IT Generalist (Remote) - **Company:** GovCIO - **Location:** Richmond, VA, United States (Remote available) - **Experience:** Experienced - **Salary:** $70,000.0 - **Contract:** Permanent contract - **Skills:** Microsoft Word, Microsoft Excel, Microsoft PowerPoint, Microsoft SharePoint, Web Analytics, Servicenow - **Published:** July 11, 2026 - **Apply:** https://www.juju.com/job/00000000gfme40 ## About the Role 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. ## Description 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. ## Related Videos - [Developing the Rich Text Editor for DeepL.com](https://www.wearedevelopers.com/videos/1172-developing-the-rich-text-editor-for-deepl-com) - [Scrape, Train, Predict: The Lifecycle of Data for AI Applications](https://www.wearedevelopers.com/videos/1652-scrape-train-predict-the-lifecycle-of-data-for-ai-applications) - [Applying Agile Principles to Incident Management ](https://www.wearedevelopers.com/videos/101-applying-agile-principles-to-incident-management) - [RPA in the Public Sector](https://www.wearedevelopers.com/videos/86-rpa-in-the-public-sector) - [AI in Production: applied AI & enterprise use cases](https://www.wearedevelopers.com/videos/100130-ai-in-production-applied-ai-enterprise-use-cases) - [HR Tech: An Essential Ingredient for Tech-Driven Business Transformation](https://www.wearedevelopers.com/videos/1482-hr-tech-an-essential-ingredient-for-tech-driven-business-transformation) ## Related Articles - [Data Analyst Salary in the UK](https://www.wearedevelopers.com/magazine/278-data-analyst-salary-in-the-uk) - [Fully Remote Software Engineer Jobs](https://www.wearedevelopers.com/magazine/447-fully-remote-software-engineer-jobs) - [What Are The Top Skills Required For Azure Developers?](https://www.wearedevelopers.com/magazine/77-what-are-the-top-skills-required-for-azure-developers) - [System change: restart as developer?](https://www.wearedevelopers.com/magazine/39-system-change-restart-as-developer) - [Best Companies to work for in London: Top 25 Companies in 2023](https://www.wearedevelopers.com/magazine/187-best-companies-to-work-for-in-london-top-25-companies-in-2023) - [IT Salaries in UK](https://www.wearedevelopers.com/magazine/288-it-salaries-in-uk)