Help Desk Associate

Founded in 2007, Initiate Government Solutions (IGS) a Woman Owned Small Business. We are a fully remote IT services provider that delivers innovative Enterprise IT and Health Services solutions across the federal sector. Our focus is on data analytics, health informatics, cloud migration, and the modernization of federal information systems.

IGS uses ISO 9001:2015, 20000-1:2018, 27001:2013, 28001:2007, CMMI/SVC3, CMMI/DEV3 best practices, and PMBOK® methods to provide clients with a strategy to build solid foundations to grow capabilities and revenue. Our range of IT services and delivery methodologies are tailored to our customers’ unique needs to achieve maximum value.

IGS is currently recruiting for a Help Desk Associate to support the Department of Veterans Affairs.

This position is pending contract award, applicants will be reviewed post-award.

Assignment of Work and Travel:

This is a remote access assignment. Candidates will work remotely daily and will remotely access VA systems and therein use approved VA provided communications systems. Travel is not required; however, the candidate may be required to attend onsite client meetings as requested.

Responsibilities and Duties (Included but not limited to):

• Provide help desk support assistance to the established Enterprise Service Desk (ESD) for managed access
• Log help-desk tickets into the appropriate existing workload management tracking system
• Respond to email and phone inquiries from the ESD Helpdesk or customer
• Provide user training and concierge services associated with access applications by creating workflow process documents and or using MS Word, PowerPoint, or ad hoc
• Assess what types of data are available in the VA and what data is being requested, to ensure requestors are only requesting data that they need to perform duties

• Bachelor’s degree in computer science, Engineering or other technical discipline. (Bachelor’s Degree - Can be substituted for an Associate’s Degree and two (2) additional years of relevant experience, or four (4) additional years of relevant experience and High School Diploma/GED. Associate’s degree - Can be substituted for High School Diploma/GED and two (2) additional year’s relevant experience.)
• 3 years relevant experience, including significant experience in an help desk environment, preferably with the Dept. of Veterans Affairs
• Must have experience in the analysis of IT business and information environment, activities, and events.
• Must have experience in finding trends, errors, and reviewing data with report writing skills.
• Must have reliable internet service that allows for effective telecommuting
• Must be able to obtain and maintain a VA Public Trust clearance
• Excellent verbal and written communication skills
• Must be eligible to work in the United States without sponsorship due to clearance requirement

Preferred Qualifications and Core Competencies:

• Active VA Public Trust
• Experience supporting Department of Veterans Affairs and/or other federal organizations
• Prior, successful experience working in a remote environment

Successful IGS employees embody the following Core Values:

• Integrity, Honesty, and Ethics: We conduct our business with the highest level of ethics. Doing things like being accountable for mistakes, accepting helpful criticism, and following through on commitments to ourselves, each other, and our customers.
• Empathy, Emotional Intelligence: How we interact with others including peers, colleagues, stakeholders, and customers. We take collective responsibility to create an environment where colleagues and customers feel valued, included, and respected. We work within a diverse, integrated, and collaborative team to drive towards accomplishing the larger mission. We conscientiously and meticulously learn about our customers’ and end-users’ business drivers and challenges to ensure solutions meet not only technical needs but also support their mission.
• Strong Work Ethic (Reliability, Dedication, Productivity): We are driven by a strong, self-motivated, and results-driven work ethic. We are reliable, accountable, proactive, and tenacious and will do what it takes to get the job done.
• Life-Long Learner (Curious, Perspective, Goal Orientated): We challenge ourselves to continually learn and improve ourselves. We strive to be an expert in our field, continuously honing our craft, and finding solutions where others see problems.

Compensation: There are a host of factors that can influence final salary, including, but not limited to, geographic location, Federal Government contract labor categories and contract wage rates, relevant prior work experience, specific skills and competencies, education, and certifications.

Benefits: Initiate Government Solutions offers competitive compensation and a robust benefits package, including comprehensive medical, dental, and vision care, matching 401K and profit sharing, paid time off, training time for personal development, flexible spending accounts, employer-paid life insurance, employer-paid short and long term disability coverage, an education assistance program with potential merit increases for obtaining a work-related certification, employee recognition, and referral programs, spot bonuses, and other benefits that help provide financial protection for the employee and their family.

Initiate Government Solutions participates in the Electronic Employment Verification Program.