Note: The job is a remote job and is open to candidates in USA. GovCIO is currently hiring for a Help Desk Analyst/IT Generalist to support the Department of Veteran Affairs (VA). This position will focus on managing help desk operations, providing support to end users, and ensuring the continuity of critical operations.
Responsibilities
• 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
Skills
• Bachelor's degree and 2–5 years of related professional experience (or equivalent combination of education and experience)
• Proficiency with Microsoft Word, Excel, and PowerPoint
• Highly organized, self‑directed, and able to work independently with minimal supervision
• Strong understanding of help desk operations and ticketing platforms, including ServiceNow
• Excellent communication skills with the ability to interface professionally with end users and senior stakeholders
• Demonstrated customer-centric approach to issue resolution while ensuring consistent service quality
• Ability to collaborate with project managers, developers, IT staff, and cross‑functional teams
• Proven dependability in supporting operations during designated hours and managing responsibilities autonomously
• Minimum of 2 years supporting a public-facing help desk or equivalent environment
• At least 5 years of total professional experience
• VA Public Trust clearance and system access
• Familiarity with VA organizational structure, processes, and operating environments
• Bachelor's degree or equivalent experience beyond minimum requirements
Company Overview
• GovCIO is a business consulting firm that focuses on cyber security, digital, data, management and mission services, and IT services. It was founded in 2010, and is headquartered in Fairfax, Virginia, USA, with a workforce of 1001-5000 employees. Its website is https://govcio.com.