Help Desk Jr. Analyst

This role is responsible for assisting users with system access, navigation, and basic issue resolution while escalating more complex issues to appropriate support teams. The Help Desk Jr. Analyst also supports documentation of common issues and solutions to improve user experience and service efficiency., * Provide Tier 1 intake support for system users.

• Assist users with system access, navigation, and basic troubleshooting.
• Respond to user inquiries and support requests in a timely manner.

Issue Resolution & Escalation

• Identify, document, and escalate complex issues to higher-level support teams.
• Ensure accurate capture of user issues and initial troubleshooting steps.
• Follow established procedures for issue resolution and escalation.

Documentation & User Experience Support

• Document common issues, solutions, and troubleshooting steps.
• Contribute to knowledge base content to improve support efficiency.
• Support overall user satisfaction and system usability.

Do you have experience in User guides?, Do you have a Associate’s degree?, To comply with government contracting requirements, candidates must meet all of the following:

• Must be a U.S. Citizen, Permanent Resident, or valid EAD holder
• Must have lived in the United States for at least 3 of the past 5 years
• Must be currently authorized to work in the U.S. without sponsorship, The ideal candidate will bring strong customer service, communication, and troubleshooting skills in a technical support environment., * Associate’s degree in a related field or equivalent experience.
• 2+ years of experience in help desk, technical support, or customer service roles.
• Strong communication and interpersonal skills.
• Basic understanding of system navigation and user support processes.
• Ability to troubleshoot basic technical issues.
• Ability to work in a fast-paced support environment.
• Strong attention to detail and documentation skills.

What Will Set You Apart

• Relevant certifications
• Experience supporting federal programs
• Knowledge of Agile and DevSecOps
• Experience with CMS or healthcare environments

Pulled from the full job description

• Health insurance
• 401(k) matching
• Paid time off
• Vision insurance
• Dental insurance
• Life insurance
• Employee assistance program, * Competitive compensation
• Career growth and professional development opportunities
• Exposure to complex, mission-critical systems
• A collaborative and supportive team environment
• Long-term client engagements with stability and continuity

We are a Certified Great Place to Work, committed to building an inclusive and high-performance culture., * Medical, Dental, and Vision Insurance (comprehensive coverage)

• 401(k) with company match
• Company-paid life insurance
• Short-term and long-term disability coverage
• Paid Time Off: 3 weeks annually + 10 paid holidays
• Employee assistance and wellness resources (as applicable)

Compliance Notice

Cogent People Inc. conducts employment verification for all candidates. Misrepresentation of work authorization, residency history, or professional experience will result in disqualification.

We are an Equal Opportunity Employer (EEO) and evaluate all applicants based on qualifications, experience, and role requirements.

We do not engage third-party recruiters for this role unless explicitly stated.

Cogent People Inc. is a government consulting and technology services firm supporting mission-critical federal and commercial programs. We deliver secure, scalable, and modern digital solutions across complex IT environments.