3385 - Tier 1 Help Desk Analyst

OVERVIEW :

We are seeking for a consultant to join our expanding team that provides content, usability, and development services to federal, state, and local government agencies and private sector organizations.

This opportunity is for a disciplined, flexible, and empathic consultant whose primary role will be working as an Tier 1 support help desk analyst.

This consultant will help build our practice by helping improve service delivery and respond to users of the VA Platform and design system.

As we are a remote team, this consultant must have the ability to work remotely both as an individual and in distributed teams.

GENERAL DUTIES :

• Managing Tier 1 case issues within a multichannel environment (Slack, Microsoft Teams, Zenhub )
• Manage the processing of incoming Tier 1 issues to the Support Desk via multichannels to ensure courteous, timely and effective resolution of end-user incidents and requests
• Provides support for Platform users by performing problem diagnosis and guiding users through step-by-step solutions or may provide expertise to solve technical support issues for end-users of the organization's products and services
• Help VFS (Veteran Facing Service) teams with any issues with () and collaboration cycle reviews
• Work with project team to develop daily, weekly and monthly reports (from our systems) and provide results on the productivity to the management team
• Maintains a strong working knowledge of all internal and external systems and software
• Manage your own time and deadlines in a remote, project-based environment while working both independently and on distributed teams

REQUIRED QUALIFICATIONS :

• Government contracting work
• Remote work, especially work with distributed teams. Experience with agile teams or knowledge of Zenhub, Github for support tickets
• Tech support background (1 to 2 years), familiarity researching through Github and Confluence documents.
• Language : English
• Familiarity with VA design system, Slack, and Microsoft Teams & Outlook.
• Must be a United States citizen
• Ability to manage multiple communication channels
• Verification of identity, education, prior employment, and references may be required
• This may involve a background check and interview with a federal investigator.

DESIRED QUALIFICATIONS :

• 1-2 Years of Federal IT Help Desk Experience
• Good communication skills in a remote remote working environment
• Strong analytical, problem-solving, and dot-connecting skills with the ability to develop quick, accurate situational awareness

CLEARANCE :

• US Citizenship required with the ability to obtain and maintain a Secret clearance
30+ days ago