Help Desk Analyst

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