Help Desk Coordinator/Junior Analyst - Remote

Responsibilities

OBXtek, Inc. is staffing for a Help Desk Junior Analyst position. This position is twofold:Tier 1 Helpdesk support and Federal Conviction Withdrawal Database (FCWD) Assistant.

 

Overview

OBXtek, an award-winning Service-Disabled Veteran-Owned Medium size Business, delivers leading-edge IT and management solutions to the federal government. With over 85% of its work performed as a prime contractor, OBXtek is known for its robust corporate support infrastructure and consistent growth, securing prime contracts across 10 federal agencies.

Position Summary

The Junior Analyst primary responsilities are Help Desk Tier 1 support for the FMCSA CDLIS Gateway responding to customer qeries by email and phone.  The Analyst will also support the processing and management of conviction and withdrawal data for the State FCWD UI. This includes handling transmissions received from the 51 State Driver Licensing Agencies (SDLAs) regarding Commercial Drivers’ Licenses (CDLs). Paper documents are scanned, uploaded to SharePoint, and triaged for data entry based on standard format specifications. Tasks are completed at TechAnax Headquarters, excluding document triage, which is managed internally.

Responsibilities follow established procedures documented in the State FCWD UI Procedures Document and CDLIS State Procedures Manual. The Junior Analyst will verify data accuracy within the State FCWD User Interface, utilizing the FMCSA Gateway website for data validation. The role reports directly to the Senior Business Analyst.

Training on FMCSA CDLIS transactions through the FMCSA Gateway Website is provided, with troubleshooting and reporting managed through Team Foundation Server (TFS) 2019. Familiarity with SharePoint within TFS 2019 is also beneficial.

Primary Responsibilities

• Verify and review data entries performed by others
• Communicate data status and issues effectively
• Meet deadlines with accuracy and consistency
• Resolve issues using various procedural documents
• Perform accurate reviews of data entries
• Reference, update, and apply written procedures as necessary
• Participate in support, training, quality assurance, and testing tasks
• Attend relevant training and development courses
• Review and understand project and system documentation
• Escalate tickets and issues as needed
• Provide Monthly and Ad Hoc reports to FMCSA as requested
• Execute additional tasks as assigned by the Project Manager or Business Lead

Will report to the Senior Business Analyst. There will be other duties as assigned by PM and Business Lead

Qualifications

EDUCATION:

High School Diploma

 

Skills and Qualifications

• Strong analytical and problem-solving skills
• Ability to complete Business documentation
• Attention to detail with the ability to absorb and apply project requirements quickly
• Excellent customer service orientation and interpersonal skills
• Effective communication skills, with a focus on listening and synthesizing information
• Ability to work independently and as part of a project team
• Resilience in high-visibility, high-pressure environments
• Strong multitasking and prioritization abilities
• Famililiarity with BMC Remedy as a Ticketing system and Nextiva for calls and voice preferred
• Experience with MS Office suite
• Proficiency in Microsoft Teams, SharePoint, and Slack (IM tool) preferred
• Basic SQL Server Skills a plus

Education and Experience

• High School Diploma or equivalent
• 1 year of experience as a Junior Analyst or relevant experience with technology tools

Security Clearance

Public Trust

Company Information

COVID Policy: Prospective and/or new employees will be required to adhere with OBXtek’s vaccination policy. Full vaccination will be required and verified before the start of employment unless an accommodation request is approved.  Employees working onsite at a customer location must comply with customer vaccination requirements which may include any or all the following: social distancing, masks, mandatory statements regarding one's vaccination status and mandatory testing.

 

Headquartered in McLean, Virginia and founded in 2009, OBXtek is a fast-growing leader in the government contracting field. Our mission is Our People…Our Reputation. Our people are trained professionals who enhance our customers’ knowledge and innovation using technology, collaboration, and education.

 

We offer a robust suite o