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IMC is a Service-Disabled Veteran-Owned Small Business (SDVOSB)

Help Desk Analyst (IMC00682)

Location:
Remote
Travel Required:
Minimal
Level/Salary Range:
$18 - $22/hr
Position Type:
Full-Time
Date Posted:
Posting Expires:
Until filled
Mandatory Job Requirements:
  • Pursuant to a government contract, this specific position requires U.S. Citizenship
  • This position requires the ability to obtain a VA-designated Low-Risk Background Investigation (BI)
Applications Accepted By:

Email: Michelle Might, Corporate Recruiter, michelle.might@imcva.com

Email Subject Line: Help Desk Analyst (IMC00682)

Service desk/call center position where second line analysis and troubleshooting for application specific issues are reported for a highly visible/high-profile government contract. 

Responsibilities:  The position will include, but is not limited to, the following tasks:

  • Resolve Tier 2-level application system inquiries, requests, and incidents by: 
    • Clarifying the initial request or incident. 
    • Determining the issue to be resolved.
    • Researching solutions for the root cause.
    • Escalating for quick resolution turnaround.
    • Following up as appropriate to confirm resolution. 
    • Documenting resolution activities in trouble ticket tracking system and knowledge management.
  • Transfer cases to other support groups and escalate to the next appropriate tier level when necessary.
  • Handle high volume ticket queue by supporting 50 – 100 tickets daily.
  • Participate in all meetings such as, but not limited to: Weekly staff meetings, pre-scrum, scrum, validation, weekly live meeting, USB, weekly ticket tag-up, and the weekly implementation call on a rotational basis as necessary.
  • Responsible for preparing accurate documentation to support and maintain a working knowledge base of service desk processes including pertinent guidelines, regulations, compliance issues, and documentation requirements, as well as reference only application reference guides.
  • Responsive for action items to fulfill urgent internal/external requests. 
  • Subject Matter Expert for the application, functional user roles, and service desk processes and procedures.
  • Support focus teams or specialized projects to promote rapid improvement turnaround.
  • Responsible for handling varied customer requests, incidents, and problems with regards to the Veterans Benefits Management System (VBMS) application. 
  • Support the team process and participate on cross-functional teams and identify areas of opportunity to improve customer satisfaction. 
  • Responsible for handling after-hours on call support (when necessary).
  • Other duties as assigned. 

Basic Required Qualifications and Skills: Note: These are mandatory items that all candidates must have when making application to IMC for this position. Please ensure that your submission addresses each of these requirement items. Candidates without these required elements will not be considered.

  • Education/experience:
    • High School Diploma or equivalent. 
    • 2-5 years of experience in Help Desk/Tier 2 support required or equivalent experience.
  • Ability to support a fast-paced and agile learning environment.
  • Proven experience in ongoing support of client-specific application systems.
  • Experience and ability to export and manipulate data to create and support reports. 
  • Experience using ticketing software such as ServiceNow or ServiceDesk Manager with a thorough understanding of ITIL best practices.
  • Experience supporting intermediate level Microsoft Office core applications, Microsoft Internet Explorer, Microsoft SharePoint, Agile, Java, and Acrobat Adobe.
  • Must have excellent multi-tasking and time management skills. 
  • Ability to exercise discretion and independent judgment when handling situational occurrences.
  • Ability to identify and articulate key information in an efficient and timely manner. 
  • Ability to demonstrate excellent communication skills, both verbal and written to support incoming customer support calls and emails. 
  • Analytically inclined with attention to detail and accuracy and consistent follow-through to assure problems are resolved with the ability to respond to last minute requests.
  • The equipment used in this position includes, but is not limited to: computers, servers, and network devices.
  • Must be able to sit for prolonged periods of time throughout the workday.
  • Must be able to use a keyboard and do manual tasks for prolonged periods of time throughout the workday.
  • Availability to travel if necessary.
  • Pursuant to a government contract, this specific position requires U.S. Citizenship.
  • This position requires the ability to obtain a VA-designated Low-Risk Background Investigation (BI).

Background Information:

Innovative Management Concepts, Inc. (IMC), a Service-Disabled Veteran-Owned Small Business, provides a broad range of information technology IT services to government and commercial customers by placing a high priority on modernization, enhancing business processes through  technology, and creating efficiencies through automation. Since its founding in 1989, IMC has offered solutions and expertise in: IT operations and maintenance, data management, cyber security, systems and network engineering and administration, cloud/hosting services, software development, website services, software quality assurance and testing (including IV&V), and project management. IMC is certified in International Organization for Standardization (ISO) 9001 Quality Management, ISO 27001 Information Technology Security Management, ISO 20000 Information Technology Service Management, and ISO 14001 Environmental Management System. Committed to continuous improvement and information security, IMC has been appraised at level 3 of the CMMI Institute’s Capability Maturity Model Integration for both Development and Services and we are CMMC Level 2 (Ver 2.0) compliant. Find out more about IMC at www.imcva.com.

We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other characteristic protected by law.

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