Regional Helpdesk Analyst - Boston, MA (Onsite)

Come join our team! Reveille provides a full benefits package include medical/dental/vision, FSA, paid time off, commuting reimbursement, 401K / matching, Wellness subsidies, LTD/STD/AD&D insurance, and salary compensation. We're a team of strategically-minded consultants who focus on prioritizing a work-life balance.

Reveille Group is a strategic advisory consulting firm that supports federal agency clients. We are focused on providing our diverse clients with innovative solutions including technical analysis and development. We are looking to bring on an integral team member to provide support for an existing project. You will function as an IT Helpdesk Regional Analyst in Boston, MA.  This is an on-site role, and we support commuting reimbursement.

Role Description

The US Department of Housing and Urban Development - Office of the Chief Information Officer supports critical system infrastructure and functionality to provide customer support and mission execution. Our team needs an all star hands-on IT Helpdesk Analyst ready to work together to provide hardware/software troubleshooting, onsite and virtual login support.

Responsibilities

• Confers with staff, users, and management to establish requirements for new systems or modifications.
• Installs and performs minor repairs to hardware, software, and peripheral equipment, following design or installation specifications.
• Answers questions or resolves computer problems for clients or staff in person, via telephone or from a remote location.
• Maintains record of daily data communication transactions, problems and remedial action taken, and installation activities.
• Develops training materials and procedures, and/or trains users in the proper use of hardware and software.
• Provide technical support to the Office of the CIO 
• Provide hands-on support for other organizations on the End User Support program. 
• Onsite support is provided at the Boston, MA office
• Technical support consist of prepping and setting up computer hardware/peripherals for new users; working assigned Service Desk ticket queues for hardware/software issues. 
• Responsible for ensuring systems have latest image and systems are receiving currently deployed software patches/updates. 
• Work directly with HUD Information Technology Directors. 
• Provide support for projects such as Tech Refresh, Domain Consolidation, and Server migration with activities ranging from performing installs/upgrades (software and/or hardware) to providing additional end-user training. 

Required Skills

• Ensure system compliance with Agency existing and new initiatives as they occur.
• Support efforts to bridge gaps between business needs and technical solutions.
• Develop frameworks and or support the creation of job aids and/or work instructions to support transfer of knowledge among team members.
• Coordinate, document meeting outputs and action items, and track ongoing activities or actions for the Integrated Product Team (IPT) and other work streams as requested.

Qualifications

Required Skills and Experience

• 5+ years experience as supporting helpdesk responsibilities
• Active Public Trust Clearance (or eligibility)
• US Citizen
• Ability to commute onsite to downtown Boston, MA on a daily basis
• Experience creating standard operating procedures and updating process documentation
• Proficient with all Microsoft Suite, Microsoft TEAMS, One Drive (cloud storage), ServiceNow (ticketing), Windows Updates, Internet/Wifi setup, desktop setup (monitor, docking station, keyboard, mouse, etc.), machine re-imaging
• Strong oral and written communication skills with the ability to tailor your messaging to technical and non-technical audiences
• Proficient to handle multi-tasking and ability to prioritize (teams) tasks independently based on Organizations priorities
• Patient communicator with users who may not have technical expertise
• Detail-oriented
• Good with people
• Organized

While this job description is intended to be an accurate reflection of the position, management reserves the right to modify, add, or remove duties and to assign other duties as necessary. Furthermore, all duties and responsibilities are essential job duties and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities. This document does not create an employment contract, implied or otherwise.