Tier 2 Help Desk Analyst (IT Generalist)

TL;DR

Tier 2 Help Desk Analyst (IT Generalist): Managing and resolving complex help desk tickets for Department of Veteran Affairs legacy applications with an accent on stakeholder communication and operational documentation. Focus on coordinating issue resolution, maintaining SharePoint content, and ensuring high-quality support during Eastern Time business hours.

Location: Must be based in the United States

Salary: $65,000–$70,000 Annually

Company

hirify.global is a government IT services provider dedicated to transforming agency operations through innovative technology solutions.

What you will do

• Lead daily management and resolution of help desk tickets for end users.
• Provide expert-level support and determine appropriate resolution paths for complex issues.
• Develop and improve help desk processes, workflows, and knowledgebase documentation.
• Collaborate with project managers, developers, and government stakeholders on system enhancements.
• Create analytical reports on customer service trends and web analytics.
• Manage the suspended-user process and coordinate end-user training sessions.

Requirements

• Must be a US citizen or able to obtain/maintain a Suitability/Public Trust Clearance.
• Must be available to work Monday–Friday, 8 a.m. – 5 p.m. Eastern Time.
• Bachelor’s degree and 2–5 years of related professional experience.
• Strong understanding of help desk operations and ticketing platforms like ServiceNow.
• Excellent communication skills for interfacing with senior stakeholders.
• Proficiency with Microsoft Office Suite (Word, Excel, PowerPoint).

Nice to have

• Familiarity with VA organizational structure and operating environments.
• Existing VA Public Trust clearance.

Culture & Benefits

• Flexible work environment with fully remote operations.
• Access to Learning & Development platform and certification assistance.
• Employee Assistance Program (EAP) and pet insurance.
• Corporate discounts and internal mobility opportunities.
• Collaborative team environment focused on meaningful government impact.

Hiring process

• Virtual video interview with hiring manager and team (camera must be on).
• Enhanced biometrics ID verification and background check (criminal history and employment/education verification).