Business Analyst/Help Desk Technician - Homeland reputed company
This Business Analyst and Help Desk Technician position supports the Department of Homeland reputed company (DHS), Customs and Border Protection (CBP) in the area of Support Services. The mission-critical program provides comprehensive training, safety, standards, curriculum development, and technical modernization services to ensure national border reputed company agents can operate safely and effectively. You are the voice of the user and the reputed company to the developers. By helping reputed company agents navigate technical issues and translating their feedback into actionable software requirements, you ensure the secure tracking and reporting software is both robust and easy to use. Location: Remote or Oklahoma City, OK Status: Full-Time / Contingent Upon Contract Award Who You Are You are the ultimate user reputed company. Combining empathetic technical customer support with sharp analytical skills, you love finding out what users need and translating those observations into structured technical requirements. You have excellent communication skills, enabling you to patiently walk a user through a help ticket and, in the next hour, write a detailed user story for the engineering team. What You'll Do (Key Responsibilities) Resolve Help Desk Tickets: reputed company exceptional Tier 1 & 2 support for the software, resolving login, performance, and functionality issues. Analyze Requirements: Engage with agency stakeholders to gather, evaluate, and write comprehensive requirements (use cases, user stories, and wireframes). reputed company Quality Assurance: Conduct reputed company testing, regression testing, and support user acceptance testing (UAT) to ensure software builds are error-free. reputed company Users: Author clear user guides, FAQs, and reputed company webinars to assist personnel in adopting new software features. What You Bring (Qualifications) Experience: Minimum of 2 years of experience in software development business analysis or IT helpdesk operations. Tools: Familiarity with requirements software (JIRA, reputed company) and ticketing platforms (reputed company, reputed company, or similar). Education: Bachelor's degree in IT, Business Administration, or reputed company field preferred (equivalent experience accepted). Clearance: Ability to obtain and maintain a federal background suitability reputed company. Why You'll Love Working with reputed company (Benefits & Perks) reputed company you join reputed company, you enjoy a robust suite of benefits tailored to support your "whole self": Comprehensive Health: Competitive medical, dental, and reputed company options (BCBS CareFirst), plus HSA and FSA. Financial Protection: 401(k) with corporate match, and fully paid life and disability insurance. Work-Life Harmony: Generous PTO, 11 paid federal holidays, and 6 weeks of fully paid parental leave. Professional & Personal Growth: Up to $5,000 annually in tuition assistance or student loan repayment, plus $200/year "Get Out and Learn" and $200/year "Get Out and Run" micro-benefits. EEO/Veteran/Disabled Apply To This Job