Help Desk Analyst

Summary

VivSoft is a mission-driven technology company specializing in Cloud, DevSecOps, Artificial Intelligence, and Digital Experience. The company is seeking a Help Desk Analyst to provide technical troubleshooting and user support for a federal program, diagnose hardware and software issues, resolve technical problems, and support help desk operations.

Responsibilities

• Provide technical support and troubleshooting for computer systems, applications, and networks
• Diagnose hardware and software problems and implement appropriate resolutions
• Support end users by identifying, documenting, and resolving technical issues
• Escalate complex issues when appropriate and assist with problem resolution
• Maintain effective communication with users and team members
• Contribute to help desk operations and may serve in a lead or shift-support capacity
• Document incidents, resolutions, and technical procedures as required

Skills

• Bachelor's degree in Computer Science, Information Technology, or a related field
• Minimum 2 years of IT Help Desk, Service Desk, or technical support experience
• Strong understanding of computer hardware, software, and how applications interact with computer systems
• Demonstrated troubleshooting and problem-diagnosis skills
• Strong verbal communication, reliability, and ability to work effectively as part of a team
• U.S. Citizenship
• Ability to obtain/maintain IT-II Non-Critical Sensitive / Tier 3 (T3) Public Trust clearance
• Relevant certification from a nationally recognized technical authority
• Experience with Jira, PIEE, or ECWM
• Help Desk Lead, Shift Lead, Shift Supervisor, or escalation-support experience
• CompTIA Security+ or other DoD 8570 / 8140-aligned certification
• Scrum Master experience or certification
• Federal government or federal contractor experience

Qualifications

Must Haves

• Bachelor's degree in Computer Science, Information Technology, or a related field
• Minimum 2 years of IT Help Desk, Service Desk, or technical support experience
• Strong understanding of computer hardware, software, and how applications interact with computer systems
• Demonstrated troubleshooting and problem-diagnosis skills
• Strong verbal communication, reliability, and ability to work effectively as part of a team
• U.S. Citizenship
• Ability to obtain/maintain IT-II Non-Critical Sensitive / Tier 3 (T3) Public Trust clearance
• Relevant certification from a nationally recognized technical authority

Nice to Haves

• Experience with Jira, PIEE, or ECWM
• Help Desk Lead, Shift Lead, Shift Supervisor, or escalation-support experience
• CompTIA Security+ or other DoD 8570 / 8140-aligned certification
• Scrum Master experience or certification
• Federal government or federal contractor experience

Benefits

• Remote work arrangement
• 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