The Help Desk Analyst will provide technical troubleshooting and user support for computer systems, applications, and networks. They are responsible for diagnosing hardware and software issues, documenting incidents, and escalating complex problems as needed.
Job Title: Help Desk Analyst Location: Remote Clearance: Public Trust Type: Full-time, W2
About VivSoft: VivSoft is a mission-driven technology company specializing in Cloud, DevSecOps, Artificial Intelligence, and Digital Experience. We are a diverse team of innovators focused on creating open, scalable, and automated solutions that drive digital transformation in federal space. Our work culture fosters collaboration, creativity, and continuous learning.
Job Summary: We are seeking a Help Desk Analyst to provide technical troubleshooting and user support for a federal program. The successful candidate will diagnose hardware, software, and system issues, identify appropriate solutions, and provide responsive support to end users. The position works as part of a collaborative team and may provide lead or shift-support responsibilities when needed.
Key Responsibilities:
Provide technical support and troubleshooting for computer systems, applications, and networks.
Diagnose hardware and software problems and implement appropriate resolutions.
Support end users by identifying, documenting, and resolving technical issues.
Escalate complex issues when appropriate and assist with problem resolution.
Maintain effective communication with users and team members.
Contribute to help desk operations and may serve in a lead or shift-support capacity.
Document incidents, resolutions, and technical procedures as required.
Required Qualifications:
Bachelor's degree in Computer Science, Information Technology, or a related field.
Minimum 2 years of IT Help Desk, Service Desk, or technical support experience.
Strong understanding of computer hardware, software, and how applications interact with computer systems.
Demonstrated troubleshooting and problem-diagnosis skills.
Strong verbal communication, reliability, and ability to work effectively as part of a team.
U.S. Citizenship.
Ability to obtain/maintain IT-II Non-Critical Sensitive / Tier 3 (T3) Public Trust clearance.
Relevant certification from a nationally recognized technical authority.
Preferred Qualifications:
Experience with Jira, PIEE, or ECWM.
Help Desk Lead, Shift Lead, Shift Supervisor, or escalation-support experience.
CompTIA Security+ or other DoD 8570 / 8140-aligned certification.
Scrum Master experience or certification.
Federal government or federal contractor experience.
Benefits:
Comprehensive Medical, Dental, and Vision Plans (Healthcare benefits are 100% employer-paid for employees only)
Life Insurance
Paid Time Off (Flexible/Combined PTO, Bereavement Leave, 11 Company Paid Holidays)
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