Business / Help Desk Analyst

Business / Help Desk Analyst Location: Remote Other Considerations: U.S. Citizen or Permanent Resident (Required) Join a Team That's Changing the Way Government Works. Sprezzatura is a mission-driven, Service-Disabled Veteran-Owned Small Business (SDVOSB) that thrives at the intersection of technology, innovation, and impact. We specialize in secure, scalable, and human-centered digital solutions that accelerate government transformation. Our work spans DevSecOps, health IT modernization, intelligent automation, benefits delivery, and digital communications. We partner with agencies ready to evolve—delivering not just strategy, but measurable execution. Rooted in operational excellence and driven by curiosity, we help our clients navigate complexity with clarity—turning ambitious ideas into real-world outcomes. No buzzwords. Just impact. Roles Summary We are seeking a Business / Help Desk Analyst to join our team supporting VINCI on the OMEGA contract. In this role, you will provide frontline Tier 0/1 support to the VINCI user community by triaging requests, resolving issues, and ensuring tickets are routed efficiently to the appropriate teams. You will support core project management activities including documentation, milestone tracking, and procurement preparation to maintain visibility and keep workstreams on schedule. Through this blend of operational and technical support, the role helps ensure the VINCI program runs smoothly, remains accountable, and delivers timely, reliable service to its users. This is an excellent opportunity for someone who is passionate about delivering exceptional user support, strengthening operational efficiency, and enabling data-driven research through reliable, well-managed technical services. Qualifications Education & Experience Minimum of an Associate’s Degree plus at least four years’ experience, or a Bachelor’s Degree in Engineering, Computer Science, Systems, Business or related scientific/technical discipline plus a minimum of two years’ experience. In lieu of a degree, five years of relevant project management experience in managing multiple concurrent LCNC product and platform focused projects across various and asynchronous delivery lifecycle phases with individual project value over $5 million dollars each. One entry-level industry recognized cloud/cyber certification is required, such as Certificate of Cloud Security Knowledge (CCSK), Security+, Systems Security Certified Practitioner (SSCP), etc. Required Skills & Expertise Hard Skills & Tools 2–3 years of help desk or technical support experience, preferably in a Tier 0/1 environment. Experience with ticketing/help desk systems (e.g., Jira, ServiceNow, or similar). Strong documentation skills, including meeting minutes, project tracking artifacts, and process documentation. Basic project management support experience, such as milestone tracking, procurement package preparation, or task coordination. Familiarity with government or enterprise IT environments (preferred but not required). Soft Skills Excellent communication skills, with the ability to clearly explain issues and updates to both technical and non-technical users. Strong organizational and time-management abilities, especially in fast-moving or multi-tasking environments. Collaborative mindset, able to work closely with program managers and cross-functional teams. Customer-service orientation, demonstrating patience, professionalism, and responsiveness with users at all levels. Problem-solving and critical thinking skills, with the ability to quickly assess issues and determine the best path forward. Preferred (Nice-to-Have) Experience with VA systems, VINCI platforms, or federal healthcare research environments. Hands-on experience with Jira, ServiceNow, SharePoint, or other enterprise ticketing and documentation tools. Background supporting data, research, or analytics-focused programs within government or large enterprise settings. Familiarity with federal procurement processes or acquisition workflows. What Success Looks Like Triage and resolve Tier 0/1 support requests efficiently, ensuring users receive quick, accurate assistance and escalating issues appropriately. Maintain a well-organized and actively monitored ticketing system, keeping queues current, assigning tickets to the right teams, and ensuring nothing falls through the cracks. Provide consistent, reliable project management support, including accurate milestone tracking, procurement preparation, and timely follow-up on action items. Deliver clear, thorough, and professional documentation, such as meeting minutes and project updates, that improves visibility and supports informed decision-making. Work seamlessly with the VA Program Manager and broader team, contributing to smooth operations, proactive task coordination, and a collaborative, solution-focused environment. Company Overview Our Mission & Values Mission: To enable client success by understanding and anticipating client needs to catalyze change and provide effective solutions to complex problems through supplying insight and leadership at the intersection of people, processes, and technology. Vision: To provide mission‑critical engineering, development and expertise to our clients and cultivate a work environment that empowers and grows committed, highly‑capable and quality‑focused professionals. Core Values: Integrity: We do what’s right, even when it’s hard, with transparency, ethics, and trust at the core. Initiative: We anticipate needs, take initiative, and move with intentionality to create impact. Curiosity: We seek to learn, question assumptions, and explore better ways to serve our clients and team. Transitioning military and/or Veterans with IT/IS, finance, and/or healthcare systems specialties are invited to apply. Sprezzatura is an equal opportunity employer and offers benefits including healthcare and paid vacation time. Work Authorization This role requires you to live within the contiguous United States. Evidence of work authorization upon employment is required in compliance with the Immigration Reform and Control Act of 1986. Completion of USCIS form I‑9 will be required to verify employment eligibility within 3 business days of the first day of employment. We Participate In E-Verify This employer participates in E‑Verify and will provide the federal government with your Form I‑9 information to confirm that you are authorized to work in the U.S. AAP/EEO Statement Sprezzatura expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of Sprezzatura employees to perform their job duties may result in discipline up to and including discharge. Clearance Requirement This position may require Public Trust clearance. Candidates must undergo a background investigation, including a review of employment history, education, criminal record, and financial history. The clearance process ensures that the candidate is reliable, trustworthy, and of good conduct and character. Employment offers are contingent upon successful passing a public trust clearance process. Seniority Level Mid‑Senior level Employment Type Full‑time Job Function Other Industries Business Consulting and Services #J-18808-Ljbffr