Help Desk Analyst Jobs

Innovative Management Concept

Location:
United States

Category:
IT - Administration

Contract Type:
Not provided

Salary:

20.00 - 22.50 USD / Hour

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Job Description:

Service desk/call center position where second-line analysis and troubleshooting for application-specific issues are reported for a highly visible/high-profile government contract.

Job Responsibility:

Resolve tier 2 level application system inquiries, requests, and incidents
Transfer cases to other support groups and escalate to the next appropriate tier level when necessary
Handle high-volume ticket queue by supporting 50-100 tickets daily
Participate in all meetings
Responsible for preparing accurate documentation to support and maintain a working knowledge base of service desk processes
Responsive to action items to fulfill urgent internal/external requests
Subject Matter Expert for the application, functional user roles, and service desk processes and procedures
Support focus teams or specialized projects to promote rapid improvement turnaround
Responsible for handling varied customer requests, incidents, and problems with regard to the Veterans Benefits Management System (VBMS) application
Support the team process, participate in cross-functional teams, and identify areas of opportunity to improve customer satisfaction
Responsible for handling after-hours on-call support (when necessary)
Other duties as assigned

Requirements:

Pursuant to a government contract, this specific position requires U.S. Citizenship
Ability to obtain a VA-designated, Low-Risk Background Investigation (BI)
High School Diploma or equivalent
2-5 years’ experience in Help Desk/Tier 2 support required or equivalent experience
Proven experience in ongoing support of client-specific application systems
Experience and ability to export and manipulate data to create and support reports
Use ticketing software such as ServiceNow or ServiceDesk Manager with a thorough understanding of ITIL best practices
Support intermediate-level Microsoft Office core applications, Microsoft Internet Explorer, Microsoft SharePoint, Agile, Java, and Adobe Acrobat
Ability to support a fast-paced and agile learning environment
Exercise discretion and independent judgment when handling situational occurrences
Identify and articulate key information in an efficient and timely manner
Demonstrate excellent communication skills, both verbal and written, to support incoming customer support calls and emails
Must have excellent multi-tasking and time management skills
Analytically inclined with attention to detail and accuracy, and consistent follow-through to ensure problems are resolved, with the ability to respond to last-minute requests
Must be able to sit for prolonged periods throughout the workday
Must be able to use a keyboard and do manual tasks for prolonged periods throughout the workday
Availability to travel if necessary

Additional Information:

Job Posted:
December 09, 2025

Employment Type:

Fulltime

Work Type:

Remote work

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Help Desk Analyst