Help Desk Analyst/IT Generalist (Remote)

About the position Responsibilities • Resolution of help desk tickets received from the end users. • Interacting with end users in a professional manner. • Escalation of issues to VA 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 alignment with evolving product features. • Support to the Help Desk Lead, including generating help desk reports and maintaining content on SharePoint sites. • Planning and coordination of end user/help desk training sessions. • Work directly with the Project Manager, developers, 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 and Customer Service support. • Manage and track the suspended-user process. • Provide information for Freedom of Information (FOIA) requests. • Provide support from 8 a.m. - 5 p.m. (Eastern Time) Mondays through Fridays except for Federal Holidays. Requirements • Associate's degree with 5 - 8 years of experience or commensurate experience. • Proficiency in MS Word, Excel, and PowerPoint. • Strong understanding of help desk and ticketing system (ServiceNow). • Strong communication skills for professional interactions with end users and stakeholders. • Customer-centric approach to resolve issues efficiently while maintaining user satisfaction. • Ability to work with cross-functional teams, including project managers, developers, and IT staff. • Dependability for providing support during designated hours. Nice-to-haves • VA clearance (Public Trust) and access. • Knowledgeable of VA organizations and processes. • Bachelor's Degree or equivalent.