Tier 2 Help Desk Analyst/IT Generalist (Remote)

Overview

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. Responsibilities:

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....