[Remote] Help Desk Analyst

Note: The job is a remote job and is open to candidates in USA. RC4Vets LLC provides information technology services to commercial and government clients, with expertise in Healthcare IT and Veterans Benefits Delivery. The Help Desk Analyst supports daily operations of the Veterans Employment and Readiness Product Line by resolving user issues, maintaining help desk processes and documentation, and coordinating with project and government teams.

Responsibilities

• Resolution of help desk tickets received from the end users
• Interacting with end users in a professional 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 Lead, 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 government staff to maintain daily operations
• 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 track the suspended-user process
• Provide any/all information, when instructed, for Freedom of Information (FOIA) requests
• Provide support from 10am to 7pm (Eastern Time) Mondays through Fridays except for Federal Holidays
• This role may evolve to include support for additional products in the Benefits and Memorials portfolio

Skills

• Excellent communication skills (oral and written)
• Proficiency in MS Word, Excel, and PowerPoint
• Organized, self-directed, and able to work with minimal supervision
• Minimum of 2 years of experience supporting public-facing helpdesk or equivalent
• At least 5 years total professional experience
• Must be able to obtain Public Trust clearance
• At this time, we will not sponsor a new applicant for employment authorization for this position

Benefits

• Medical, dental and vision plan options
• Life & disability insurance
• Paid time off
• 401k with employer match
• Employee wellness program
• Paid government holidays

Company Overview