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3384 - Help Desk Analyst

US Citizenship


We are seeking for a consultant to join our expanding team that provides content, usability, and development services to federal, state, and local government agencies and private sector organizations. This opportunity is for a disciplined, flexible, and empathic consultant whose primary role will be working as an intermediate help desk analyst. This consultant will be helping users and Veterans improve service delivery and/or manage organizational change. As we are a remote team, this consultant must have the ability to work remotely both as an individual and engage in distributed teams.

  • Managing Tier 2 case issues within a Salesforce environment
  • Manage the processing of incoming Tier 2 issues to the Support Desk via Salesforce to ensure courteous, timely and effective resolution of end-user incidents and requests
  • Provides support for users and Veterans by performing problem diagnosis and guiding users through step-by-step solutions or may provide expertise to solve first and second-tier technical support issues for end-users of the organization's products and services
  • Ensure customer service requests (tickets) are handled timely and completely
  • Overseeing customer performance analysis, customer network reporting, and SLA compliance (that is set by the project team)
  • Set high customer service standards and hold engineers accountable to those standards
  • Guiding users and Veterans in dealing with especially challenging service availability issues
  • Contribute to escalated problem resolution by providing hands-on support to end users when necessary
  • Work with project team to develop daily, weekly and monthly reports (from our systems) and provide results on the productivity to the management team
  • Maintains a strong working knowledge of all internal and external systems and software
  • Manage your own time and deadlines in a remote, project-based environment while working both independently and on distributed teams


  • Government contracting work
  • Remote work, especially work with distributed teams. Experience with agile teams or knowledge of Zenhub, Github for support tickets
  • CRM expertise to manage Salesforce
  • Project manage implementation of Salesforce Lightning and other improvements to business
  • Operational management analysis and customized reports
  • Management of data integrity on distributed team(s)
  • Language: English
  • Familiarity with SalesForce, ServiceNow, and Microsoft Teams & Outlook.
  • Verification of identity, education, prior employment, and references may be required
  • This may involve a background check and interview with a federal investigator.


  • 1-2 Years of Federal IT Help Desk Experience
  • Strong analytical, problem-solving, and dot-connecting skills with the ability to develop quick, accurate situational awareness
  • Good communication skills in a remote remote working environment


  • US Citizenship required with the ability to obtain and main a Secret clearance