Help Desk Analyst - 100% Remote

Job Title: Help Desk Analyst

Location: Remote

Clearance: Must be a US Citizen able to OBTAIN a favorable Public Trust

Citizenship: US Citizen

AttainX Inc. is seeking a customer-focused Help Desk Analyst to support the U.S. Department of Agriculture (USDA) Animal and Plant Health Inspection Service (APHIS) trade certification systems under an Operations and Maintenance (O&M) and Development, Modernization, and Enhancement (DME) contract. The analyst will provide front-line technical support for the Lacey Act Web Governance System (LAWGS), the Phytosanitary Certificate Issuance and Tracking (PCIT) system, and the Veterinary Export Health Certification System (VEHCS) — web-based applications that enable importers, exporters, brokers, accredited veterinarians, and state and federal officials to file declarations and obtain export health and phytosanitary certificates.

The ideal candidate is a strong communicator who can diagnose and resolve user issues, guide users through eAuthentication and account access, document resolutions, and escalate technical defects to the development and O&M teams. This role is central to keeping these mission-critical trade systems available and responsive for a nationwide user community.

Qualifications and Education Requirements:

• Associate’s or Bachelor’s degree in Information Technology, Computer Science, or a related field; equivalent professional experience will be considered in lieu of a degree.
• 5+ years of experience in a help desk, service desk, or technical support role, preferably supporting web-based enterprise or federal applications.
• Hands-on experience with IT service management / ticketing tools (e.g., ServiceNow, SysAid) for logging, triaging, and tracking incidents and service requests.
• Working knowledge of ITIL service management principles, including incident, problem, and request management, and support against defined service level agreements (SLAs).
• Experience troubleshooting user authentication and account access issues; familiarity with USDA eAuthentication or comparable identity and access management (IdAM) platforms is a strong plus.
• Solid understanding of web browsers, PDF workflows, file uploads, and common connectivity and configuration issues affecting web applications.
• Excellent verbal and written communication skills, with the ability to explain technical concepts clearly to non-technical users and to produce clear knowledge base and FAQ content.
• Strong customer service orientation, attention to detail, and the ability to manage and prioritize a high volume of concurrent tickets.
• US citizenship with the ability to obtain and maintain a favorable Public Trust background investigation.

Preferred Qualifications:

• Prior experience supporting federal government IT programs, particularly USDA or APHIS trade, import/export, or certification systems (LAWGS, PCIT, VEHCS, or similar).
• Familiarity with Agile/SAFe delivery environments and participation in sprint and release activities on an O&M/DME program.
• Experience supporting release, regression, and user acceptance testing for application updates and enhancements.
• Industry certifications such as HDI Support Center Analyst, CompTIA A+, or ITIL Foundation.

Job Duties:

• Serve as the Tier 1 / Tier 2 point of contact for LAWGS, PCIT, and VEHCS end users — including exporters, importers, brokers, accredited veterinarians, support staff, and state and federal officials — via phone, email, and the ticketing system.
• Log, categorize, prioritize, track, and resolve incidents and service requests in accordance with established SLAs, ensuring accurate and timely status updates to users.
• Troubleshoot login, eAuthentication, and account access issues, and assist users with organization setup, roles, and permissions within the systems.
• Guide users through certificate and declaration workflows, including phytosanitary certificates (PCIT), veterinary export health certificates (VEHCS), and Lacey Act declarations / PPQ Form 505 submissions (LAWGS).
• Diagnose, document, and reproduce reported system defects, and escalate technical issues to the development and O&M engineering teams with clear, actionable detail.
• Create and maintain knowledge base articles, FAQs, quick reference guides, and standard operating procedures to promote consistent resolutions and user self-service.
• Support DME releases and system enhancements by participating in release verification, regression, and user acceptance testing, and by validating that reported issues are resolved.
• Monitor system availability and proactively report outages, performance degradations, and recurring issues to program leadership.
• Generate and analyze help desk metrics and reports (ticket volume, resolution times, trends) to support continuous service improvement.
• Participate in Agile/SAFe ceremonies and program meetings, and collaborate with cross-functional team members to improve support processes and the overall user experience.

Non-Essential Functions:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

About Us:

AttainX Inc. is a Women Owned Small Business (WOSB), Economically Disadvantaged WOSB (EDWOSB), CMMC Level 2, CMMI Level 3, ISO 9001:2015 certified QMS and Silver Level SAFe Partner. For more than 15 years, AttainX, Inc. has delivered emergent technologies, software products, and high-quality services that meet the needs of our Federal Government customers.

The last 4 years have shown significant company growth as we have increased our contracts portfolio and hold the “Best in Class” contract vehicles, GSA MAS and OASIS Small Business and 8(a) Pools 1, 2 and 3. In addition, we are prime on several Agency Specific IDIQs and BPAs with the National Oceanic and Atmospheric Administration, Department of Energy, Navy, Health and Human Service, USCIS and the Defense Intelligence Agency.

AttainX is dedicated to quality and best practices for the services we provide. We understand our people are the key ingredient to ensuring our customers Mission and Goals are met with excellence.

Benefits:

Competitive compensation and benefits packages including paid vacation, medical, dental, vision, matching 401K plan, tuition/training reimbursement, and Long & Short-Term Disability.

EEO Commitment:

AttainX is an equal employment opportunity employer, committed to providing a workplace free from discrimination based on Title VII of the Civil Rights Act, VEVRAA and Section 503, or other status protected by applicable federal, state, local, or international law. These protections also extend to applicants.

Accommodations:

Individuals with a disability who would like to request a reasonable workplace accommodation may send an email to Human Resources indicating the specifics of the assistance needed.

Physical Demands:

Sitting and working on a computer for long, continuous periods each day; effective communications by telephone, email, and face-to-face; standing, walking, and sitting; handling and feeling objects or controls; reaching; talking and hearing; lifting and/or moving up to 10 pounds; and specific vision abilities including close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust and focus.

Work Environment: The noise level in the work environment is usually moderate.

Compensation details: 75000-78000 Yearly Salary

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