Tier 2 Help Desk Analyst/IT Generalist (Remote)

GovCIO is currently hiring for a Help Desk Analyst/IT Generalist to for a legacy application to support the Department of Veteran Affairs (VA). This position will be full-time and fully remote.

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.

Required Skills and Experieince

• 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.