Project Analyst/Technical Support (Help Desk)

Type of Requisition:

Regular

Clearance Level Must Currently Possess:

None

Clearance Level Must Be Able to Obtain:

None

Public Trust/Other Required:

BI Full 6C (T4)

Job Family:

Program Delivery and Execution

Job Qualifications:

Skills:

Help Desk Support, Microsoft Office, Standard Operating Procedure (SOP)

Certifications:

None

Experience:

3 + years of related experience

US Citizenship Required:

No

Job Description:

Position Description:

GDIT is hiring a Project Analyst to support project management, change management, user management, and help coordinate development and O&M tasks. The Project Analyst will be responsible for resolving/triaging reported technical issues, performing fixes, and managing small technical projects. 

Position Duties:

• Support Project Managers and Business Analysts with project management tasks to ensure alignment with user needs and requirements.
• Attend and help organize change management meetings and reviews, and assist in assessments and user notification, and track implementation.
• Support IT governance processes and gate reviews.
• Lead SCRUM meetings when needed and help identify blockers and solutions.
• Provide responsive, consistent, and reliable support to a customer base that provides mission critical support.
• Provide Tier 2 support for customer support requests and escalate to development and operations teams when appropriate.
• Log all support requests from phone calls, emails, and walkups into designated Service Console.
• Troubleshoot end user issues across designated platforms, triaging to identified resolver groups as needed. Work effectively with cross-functional teams to identify and resolve issues. 
• Implement various projects, develop work plans, and ensure timely completion as required. 
• Manage business applications and provide support to end users of designated systems.  Perform system administration and user management tasks such as resolving access issues, processing name changes, and updating email information to facilitate system access.
• Other projects as assigned.

Qualifications:

• Requires a BA/BS in computer science or related field with at least 3 years of related experience.
• Knowledge of System Development Life Cycle (SDLC)
• Knowledge and experience in IT project management and methodologies, including Agile/SCRUM.
• Experience utilizing a Customer Relationship Management system (Salesforce, ServiceNow, etc.). Salesforce admin experience preferred.
• Robust customer service skills are required.
• Strong analytical and problem-solving skills.
• Exceptional attention to detail and ability to navigate approved processes in documenting all support requests from help desk inquiries, providing appropriate and timely resolution to end users
• Strong interpersonal skills for communicating with internal and external personnel of all levels.
• Ability to multi-task and work independently with minimal supervision and in collaboration with cross functional teams to identify and resolve complex issues.
• Ability to keep sensitive information protected.

Additional Requirements: 

• This position requires an existing T4 Public Trust or the ability to obtain one.  

• Position is 100% remote and may require occasional travel to Washington, DC.

The likely salary range for this position is $70,658 - $80,500. This is not, however, a guarantee of compensation or salary. Rather, salary will be set based on experience, geographic location and possibly contractual requirements and could fall outside of this range.

Scheduled Weekly Hours:

40

Travel Required:

Less than 10%

Telecommuting Options:

Remote

Work Location:

USA DC Washington

Additional Work Locations:

Total Rewards at GDIT:

Our benefits package for all US-based employees includes a variety of medical plan options, some with Health Savings Accounts, dental plan options, a vision plan, and a 401(k) plan offering the ability to contribute both pre and post-tax dollars up to the IRS annual limits and receive a company match. To enco