Help Desk Analyst

Job not on LinkedIn

🔥 13 hours ago

🇺🇸 United States – Remote

⏰ Full Time

🟢 Junior

🟡 Mid-level

💻 IT Support

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VivSoft

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2011

🏛️ Government

🤖 Artificial Intelligence

🏢 Enterprise

Government • Artificial Intelligence • Enterprise

VivSoft is a federal-focused technology company that builds productized, mission-focused software and services to accelerate government efficiency. The firm combines Data/AI and human-machine teaming, cloud/DevSecOps and software factories, and digital experience (UI/UX) to deliver scalable, templated solutions for government customers. VivSoft supports government contracting vehicles (OTAs, CSOs, SBIR), partners with prime contractors, and moves prototypes into production to solve complex, repeating mission problems.

📋 Description

• 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.

🎯 Requirements

• 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.

🏖️ 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