Help Desk Analyst

vivsofttechnologiesfa; Herndon (VA); Remote; USD 52,000 - 78,000; Full time

Benefits offered by this job

Medical, Dental, Vision

Life Insurance

Paid Time Off (PTO)

401K with company match

Professional Development Reimbursement

Job summary

VivSoft is seeking a Help Desk Analyst to provide technical troubleshooting and end-user support for a federally-focused program. The role involves diagnosing hardware, software, and system issues and delivering timely resolutions as part of a collaborative team.

Remote work flexibility is offered with a full-time W2 employment structure. The candidate should have a relevant bachelor’s degree, 2+ years of IT help desk experience, and the ability to obtain Public Trust clearance.

Qualifications

• 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.

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

IT Help Desk

Troubleshooting

Teamwork

Verbal Communication

US Citizenship

Public Trust clearance

Education

Bachelor's degree in Computer Science or Information Technology

Tools

Jira

PIEE

ECWM

DoD 8570/8140 certification

Public Trust/T3 clearance

Job description

Job Title: Help Desk Analyst

Location: Remote

Clearance: Public Trust

Type: Full-time, W2

About VivSoft

VivSoft is a mission-driven technology company specializing in Cloud, DevSecOps, Artificial Intelligence, and Digital Experience. We are a diverse team of innovators focused on creating open, scalable, and automated solutions that drive digital transformation in federal space. Our work culture fosters collaboration, creativity, and continuous learning.

Job Summary

We are seeking a Help Desk Analyst to provide technical troubleshooting and user support for a federal program. The successful candidate will diagnose hardware, software, and system issues, identify appropriate solutions, and provide responsive support to end users. The position works as part of a collaborative team and may provide lead or shift-support responsibilities when needed.

Key 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.

Required Qualifications

• 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.

Preferred Qualifications

• 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

• 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