Tier 2 Help Desk Analyst/IT Generalist (Remote)

Responsibilities: Manage and resolve help desk tickets while providing professional support and guidance to end users and stakeholders. Develop operational documentation and collaborate with cross-functional teams to align help desk operations with program requirements.

Requirements: Requires a bachelor's degree and at least 5 years of total professional experience, including 2 years in a public-facing help desk environment. Candidates must be able to obtain and maintain a Suitability/Public Trust Clearance.

Key skills: Help Desk Operations, ServiceNow, Microsoft Word, Microsoft Excel, Microsoft PowerPoint, Ticket Management, Stakeholder Communication, Process Improvement, Analytical Reporting, SharePoint Management, Problem Analysis, Customer Service

Keywords: ServiceNow, Microsoft Office, SharePoint, Public Trust Clearance, Department of Veteran Affairs, IT Generalist, Help Desk, Ticketing Platforms, Web Analytics, Operational Reporting, Customer Service Trends, IT Support, Legacy Application Support