> Markdown version of [/jobs/ext/1830277-tier-2-help-desk-analyst-it-generalist-remote](https://www.wearedevelopers.com/jobs/ext/1830277-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:** Hartford, CT, United States (Remote available) - **Experience:** Experienced - **Salary:** $70,000.0 - **Contract:** Permanent contract - **Skills:** Microsoft Word, Microsoft Excel, Biometrics, Microsoft PowerPoint, Microsoft SharePoint, Web Analytics, Servicenow - **Published:** July 11, 2026 - **Apply:** https://dejobs.org/x/x/480CEBE5E7F34C90952D91FE474AC9E6/job/ ## About the Role * 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., * A valid photo ID must be presented during each interview * During the Hiring Process * Enhanced Biometrics ID verification screening * Background check, to include: * Criminal history (past 7 years) * Verification of your highest level of education * Verification of your employment history (past 7 years), based on information provided in your application ## 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 - [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) - [Biometric Phone Chargers, $40m Domain Names & AI Movies Winning Awards - Peter Kröner](https://www.wearedevelopers.com/videos/1810-biometric-phone-chargers-40m-domain-names-ai-movies-winning-awards-peter-kroner) - [RPA in the Public Sector](https://www.wearedevelopers.com/videos/86-rpa-in-the-public-sector) - [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) - [WeAreDevelopers LIVE - What Development and Tattoos Have in Common and more](https://www.wearedevelopers.com/videos/1380-wearedevelopers-live-what-development-and-tattoos-have-in-common-and-more) ## 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) - [System change: restart as developer?](https://www.wearedevelopers.com/magazine/39-system-change-restart-as-developer) - [A Guide to Green Tech and Green IT Careers](https://www.wearedevelopers.com/magazine/374-a-guide-to-green-tech-and-green-it-careers) - [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) - [The Most Popular IT Jobs on the Market](https://www.wearedevelopers.com/magazine/376-the-most-popular-it-jobs-on-the-market)