Help Desk Analyst (IMC00825)

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. 

Work Location: Remote 

Basic Required Qualifications and Skills:  Note: These are mandatory items that all candidates must have when submitting an 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’ experience in Help Desk/Tier 2 support required or equivalent experience.
• Proven experience in ongoing support of client-specific application systems.
• Experience and ability to:
  • Export and manipulate data to create and support reports.
  • Use ticketing software such as ServiceNow or ServiceDesk Manager with a thorough understanding of ITIL best practices.
  • Support intermediate-level Microsoft Office core applications, Microsoft Internet Explorer, Microsoft SharePoint, Agile, Java, and Adobe Acrobat.
• Ability to:
  • Support a fast-paced and agile learning environment.
  • Exercise discretion and independent judgment when handling situational occurrences.
  • Identify and articulate key information in an efficient and timely manner.
  • Demonstrate excellent communication skills, both verbal and written, to support incoming customer support calls and emails.
• Must have excellent multi-tasking and time management skills.
• Analytically inclined with attention to detail and accuracy, and consistent follow-through to ensure 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 throughout the workday.
  • Must be able to use a keyboard and do manual tasks for prolonged periods 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).

Essential Duties and Responsibilities: This 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 to 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 regard to the Veterans Benefits Management System (VBMS) application.
• Support the team process, participate in 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.

Salary and Benefits Information: Please see the salary information listed at the beginning of this document, which is not a guarantee of compensation or salary. All salaries will be based on relevant experience, geographic location, and position and/or contractual requirements, which could fall outside of the listed range. For more information about IMC’s benefits, please visit our website at https://www.imcva.com/about-imc/careers.