Help Desk Analyst Jobs

Company Overview

Spry brings a unique blend of proven service delivery, scalable and agile corporate infrastructure, and the ability to recruit and retain the best and brightest in the industry to support our customers. The Spry team engages in exciting and rewarding opportunities that challenge their abilities, in an atmosphere that encourages both personal and professional growth, fostering a positive and energetic work environment.

Who We’re Looking For (Position Overview):

Spry Methods is looking for a Help Desk Analyst to join our Integrated Acquisition System (IAS) team at our client site in Washington, DC. This employee must be located in the DC area.

IAS is designed to provide a modern, integrated e-procurement system to the United States Department of Agriculture (USDA)acquisition community. It is the primary procurement tool used by USDA and the only system that documents the full spending cycle chain by referencing, enabling, and monitoring throughout the procurement lifecycle. It provides key acquisition functionality, a real time interface to the USDA financial system of record, and extended functionality to enable enhanced procurement and planning tools. Currently, IAS has over 5,000 active users comprised of Requisitioners, Budget Approvers, and Contracting Officers across multiple agencies nationwide.

What Your Day-To-Day Looks Like (Position Responsibilities):

• The successful applicant will provide Tier I and Tier II support to our IAS customers at the USDA primarily via phone, email, and a ServiceNow based ticketing system, focusing currently on support in the use of Prism based procurement applications (IAS), as well as future integrations of innovative technologies. If hired, the applicant will be required to thoroughly learn the USDA procurement business processes, demonstrate technical acumen with IAS, a desire for professional growth, and excellent customer service skills as a Business Analyst. The Business Analyst must be able to work a rotating 8-hour schedule Monday-Friday between the hours of 8am-8pm. This role is currently for full-time telework. Responsibilities may include but may not be limited to the following:
• Provide customer service support for the IAS business process
• Compile help desk metrics
• Update and maintain system documentation and knowledge repository
• Triage and track user issues
• Collaborative troubleshooting with team members

What You Need to Succeed (Minimum Requirements):

• Self-motivated achiever who gains satisfaction from providing excellent customer service
• At least three years of customer-service experience
• Excellent written and verbal communication skills
• Must be able to work a flexible/rotating 8-hour schedule between the hours of 8 a.m. – 8 p.m.
• At least two years of experience with Microsoft Office Suite
• Strong organizational skills
• Maintain a high degree of customer service for all support queries and adhere to all service management principles
• Act as a single point of contact for phone calls and emails from customers
• At least three years of experience in a professional/office setting
• At least two years of help desk/user support experience
• Must be able to obtain a Public Trust
• Excellent communication skills and telephone/email manners
• Incident management experience
• Strong multitasking skills

Ideally, You Also Have (Preferred Qualifications):

• ITIL Foundation certification is preferred
• Federal contracting experience is preferred
• Bachelor’s degree is preferred

#CJ

Perks of Working for Us (Benefits):

Medical Coverage – United Healthcare - 3 Options

- Traditional - POS Choice Plus Network

- HDHP - POS Choice Plus Network

- HDHP - EPO Choice Network

Vision Coverage – VSP - Vision Service Plan

Dental Coverage – Guardian Dental - PPO Premier Plan or Value Plan

Paid Holidays: Full-time employees receive 11 paid federal holidays

Paid Time Off (PTO) – PTO accrural starts at 15 days per year

Training Benefit – Annual training allowance available toward any job-related training or education

401 (k) – Multiple Fund Choices through Professional Capital Service (PCS) with a company match

For our full list of benefits, please visit http://www.sprymethods.com/careers/benefits/

COVID-19 Vaccination Requirement

The COVID-19 vaccination requirement stated in Executive Order 14042 and FAR 52.223-99 is currently not implemented, however, please note that if E.O. 14042 or other related requirements become effective, positions will require successful candidates/employees to obtain and show proof of COVID-19 vaccination(s). Spry is an equal opportunity employer and will provide reasonable accommodation to those individuals who are unable to be vaccinated consistent with federal, state, and local law.

EEO Statement

At Spry, we believe talented and dedicated employees are our most valued assets and the foundation of our success. We are committed to crafting a diverse and inclusive workplace that endorses engagement, creativity, quality and innovation.

We are proud to be an Affirmative Action and Equal Opportunity Employer and as such, we evaluate qualified candidates in full consideration without regard to race, color, religion, sex, sexual orientation, gender identity, marital status, national origin, age, disability status, protected veteran status, and any other protected status.