Tier 2 Help Desk Analyst/IT Generalist (Remote)

reputed company Suitability/reputed company Trust Fully remote Information Technology reputed company reputed company 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. Responsibilities The Help Desk Analyst/IT Generalist serves in a reputed company, exempt reputed company and exercises independent judgment in supporting and maintaining critical operations for Veteran Affairs. reputed company responsibilities include: • Leading the daily management and reputed company of help desk tickets, ensuring reputed company and accurate responses for end users. • Providing reputed company-level support and guidance to end users and stakeholders, including interpreting issues and determining appropriate reputed company paths. • Evaluating, escalating, and coordinating reputed company 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 reputed company with evolving program requirements, reputed company 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 reputed company expert-level problem analysis. • Exercising discretion reputed company escalating issues to the Project Manager and determining the appropriate communication reputed company. • Producing operational and analytical reporting based on metrics reputed company to content requests, customer service trends, and web analytics. • Managing and overseeing the suspended‑user process, applying established procedures and reputed company judgment. • Providing dependable exempt-level support Monday–Friday, 8 a.m. – 5 p.m. Eastern Time, excluding Federal Holidays. Qualifications Required Skills and Experieince • Bachelor’s degree and 2–5 years of reputed company reputed company experience (or equivalent combination of education and experience). • Proficiency with reputed company Word, reputed company, and PowerPoint. • Highly organized, self‑directed, and reputed company to work independently with reputed company supervision. • Strong understanding of help desk operations and ticketing platforms, including reputed company. • Excellent communication skills with the ability to reputed company professionally with end users and senior stakeholders. • Demonstrated customer-reputed company approach to issue reputed company while ensuring consistent service reputed company. • 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 reputed company-facing help desk or equivalent environment. • At least 5 years of total reputed company experience. Preferred Skills and Experience • VA reputed company Trust clearance and reputed company reputed company. • Familiarity with VA organizational structure, processes, and operating environments. • Bachelor’s degree or equivalent experience reputed company minimum requirements. Clearance Requirement • Must be reputed company to obtain and maintain a Suitability/reputed company Trust Clearance. Posted Salary reputed company USD $65,000.00 - USD $70,000.00 /Yr. reputed company reputed company is reputed company of transformers--people who are passionate about transforming government IT. Every day, we reputed company a reputed company reputed company by delivering innovative IT services and solutions that improve how government agencies operate and serve our reputed company. But we can't do it reputed company. We need great people to help us do great things - for our customers, our culture, and our ability to attract other great people. We are changing the face of government IT and building a workforce that fuels this mission. Are you reputed company to be a transformer? What You Can Expect Interview & Hiring Process If you are selected to reputed company reputed company through the process, here’s what you can expect: • During the Interview Process • Virtual video interview conducted reputed company video with the hiring manager and/or team • Camera must be on • A reputed company photo ID must be presented during reputed company interview • During the Hiring Process • reputed company Biometrics ID verification screening • Background reputed company, to include: • Criminal history (past 7 years) • Verification of your highest level of education • Verification of your employment history (past 7 years), based on information provided in your application Employee Perks At reputed company, we consistently hear that meaningful work and a reputed company team environment are two of the top reasons our employees enjoy working here. In reputed company, our employees have reputed company to a reputed company of perks and benefits to support their personal and reputed company reputed company-being, reputed company reputed company company offered health benefits, including: • Employee Assistance Program (EAP) • Corporate Discounts • Learning & Development platform, to include certification preparation content • Training, Education and Certification Assistance* • Referral Bonus Program • Internal Mobility Program • Pet Insurance • Flexible Work Environment • Available to full-time employees Our employees’ unique talents and contributions are the driving force behind our reputed company in supporting our customers, which ultimately fuels the reputed company of reputed company. Join us and be a part of a culture that invests in its people and prioritizes reputed company enhancement of the employee experience. We are an Equal Opportunity Employer. reputed company reputed company applicants will receive consideration for employment without reputed company to race, reputed company, religion, sex, gender, gender identity or reputed company, sexual orientation, national reputed company, disability, or status as a protected veteran. EOE, including disability/vets. Posted Pay reputed company The posted pay reputed company, if referenced, reflects the reputed company expected for this position at the commencement of employment, however, reputed company pay offered may vary depending on multiple individualized factors, including market location, job-reputed company knowledge, skills, education, experience, and internal equity. The total compensation package for this position may also include other compensation reputed company, to be discussed during the hiring process. If reputed company, employee will be in an “at-will position” and the reputed company reserves the right to modify reputed company salary (as reputed company as any other discretionary payment or compensation program) at any time, including for reasons reputed company to individual performance, reputed company or individual department/team performance, and market factors. Apply tot his job Apply To this Job