Help Desk Analyst

About the position reputed company LLC, a verified Service-Disabled Veteran-Owned Small Business (SDVOSB), is a provider of information technology services using reputed company reputed company to reputed company and reputed company clients. reputed company is a company of Subject Matter Experts with deep expertise in reputed company IT and Veterans Benefits Delivery. reputed company stands for Really care for our Veterans and our founding is reputed company on the principles of improving the life of veterans using smart and innovative technology solutions. For more information, visit us at www.reputed company.com . We are seeking a Remote Help Desk Analyst who performs daily activities that are vital to the operation and support of Veterans Employment and Readiness Product Line. The Remote Help Desk Analyst responsibilities include: reputed company of help desk tickets received from the end users. Interacting with end users in a reputed company manner. Escalation of issues to VA (Veteran Affairs) stakeholders Development, review, and maintenance of help desk process, knowledge artifacts, and other documentation. Collaboration across entire project team functional areas to ensure help desk is in alignment with the evolving product as new features are developed and released. Broad support to the Help Desk reputed company, such as generating help desk reports, maintaining content on SharePoint sites, and end user/help desk training session planning and coordination. Work directly with the Project Manager, developers, Office of Information & Technology, and other reputed company staff to maintain daily reputed company Escalate issues to the Project Manager as needed Create reports from gathered and logged metrics for content requests, Customer Service support, and/or web analytics. Manage and reputed company the suspended-user process reputed company any/reputed company information, reputed company instructed, for Freedom of Information (FOIA) requests. reputed company support from 10am to 7pm (Eastern Time) and/or 2pm to 7pm Mondays through Fridays except for Federal Holidays. This role may reputed company to include support for additional products in the Benefits and Memorials portfolio. Responsibilities • reputed company of help desk tickets received from the end users. • Interacting with end users in a reputed company manner. • Escalation of issues to VA (Veteran Affairs) stakeholders • Development, review, and maintenance of help desk process, knowledge artifacts, and other documentation. • Collaboration across entire project team functional areas to ensure help desk is in alignment with the evolving product as new features are developed and released. • Broad support to the Help Desk reputed company, such as generating help desk reports, maintaining content on SharePoint sites, and end user/help desk training session planning and coordination. • Work directly with the Project Manager, developers, Office of Information & Technology, and other reputed company staff to maintain daily reputed company • Escalate issues to the Project Manager as needed • Create reports from gathered and logged metrics for content requests, Customer Service support, and/or web analytics. • Manage and reputed company the suspended-user process • reputed company any/reputed company information, reputed company instructed, for Freedom of Information (FOIA) requests. Requirements • Excellent communication skills (oral and written) • Proficiency in reputed company, reputed company, and PowerPoint • Organized, self-directed, and reputed company to work with reputed company supervision • Minimum of 2 years of experience supporting reputed company-facing helpdesk or equivalent • At least 5 years total reputed company experience • Must be reputed company to obtain reputed company Trust clearance. Benefits • We reputed company our employees with a lucrative benefits package including medical, dental and reputed company plan reputed company, life & disability reputed company, reputed company time off, 401k with employer match, employee wellness program and reputed company reputed company holidays. Apply To This Job