Note: The job is a remote job and is open to candidates in USA. VivSoft is a mission-driven technology company specializing in Cloud, DevSecOps, Artificial Intelligence, and Digital Experience. They are seeking a motivated Help Desk Analyst to support a federal customer by providing first-line technical support and resolving hardware, software, and system-related issues.
Responsibilities
- Provide technical support and troubleshooting assistance for users operating within the federal customer
- Diagnose and resolve hardware, software, network, and application-related issues in a timely and professional manner
- Respond to user inquiries and document incidents, requests, and resolutions using established ticketing systems
- Escalate complex technical issues to appropriate support teams when necessary
- Monitor assigned tickets to ensure timely resolution and adherence to service level agreements (SLAs)
- Assist users with system access, account support, and application-related questions
- Support operational activities and contribute to maintaining a high level of customer satisfaction
- Collaborate with team members to identify recurring issues and recommend process improvements
- Maintain accurate documentation of troubleshooting procedures, resolutions, and knowledge articles
- Support shift operations and, when applicable, assist with team leadership or lead diagnostic activities
Skills
- U.S. Citizenship required
- Ability to obtain and maintain a Public Trust clearance
- Must possess an IT-II Non-Critical Sensitive (Tier 3) security clearance
- Bachelor's degree in Information Technology, Computer Science, or a related field
- Minimum of 2 years of experience providing Help Desk or Technical Support services
- Experience supporting computer hardware, operating systems, and software applications
- Understanding of how software applications interact with computer hardware and operating systems
- Experience diagnosing and resolving technical issues in a customer support environment
- Relevant technical certification from a nationally recognized certification authority
- Excellent verbal communication, customer service, and problem-solving skills
- Ability to work independently while contributing effectively within a team environment
- Experience using Jira for incident and ticket management
- Experience supporting the Procurement Integrated Enterprise Environment (PIEE)
- DoD 8570/8140 certification such as CompTIA Security+
- Scrum Master certification or experience working within Agile environments
- Previous experience serving as a Help Desk Lead, Shift Supervisor, or Lead Diagnostician
Benefits
- Comprehensive Medical, Dental, and Vision Plans (Healthcare benefits are 100% employer-paid for employees only)
- Life Insurance
- Paid Time Off (Flexible/Combined PTO, Bereavement Leave, 11 Company Paid Holidays)
- 401K Retirement Plan with employer match
- Professional Development Training Reimbursement
Company Overview