PSC Help Desk Analyst

The PSC Help Desk Analyst role supports a national, web-based survey collection by diagnosing and resolving advanced application and content problems. This is an on-site contract position based in the Herndon, VA area, with the schedule set for five days per week.

Location and Employment Details

• Location: Reston, VA (onsite)
• Work setting: On-site, five days a week in Herndon, VA
• Contract: Temporary 6-month contract with potential to be long-term
• Salary: USD 40,000 to 50,000 per year
• Job type: contract

Key Responsibilities

• Troubleshoot and resolve advanced application and content-related issues impacting the national web-based survey collection
• Collaborate with support center team members, managers, and software engineers to resolve end-user reports
• Research and develop solutions for issues that remain unresolved
• Provide troubleshooting and expertise to support customer ticket management and resolution
• Address escalated content-related issues and clearly communicate information and solutions to users
• Develop and adhere to standard operating procedures
• Work independently without requiring ongoing oversight or follow-up
• Maintain task ownership and follow through to completion

Required Qualifications

• Citizenship: US Citizenship is required
• On-site requirement: On-site 5 days a week in Herndon, VA
• Clearance: Ability to obtain and maintain a 5C Public Trust clearance
• Software: Proficient in MS Office applications
• Support skills: Excellent customer service skills
• Communication: Outstanding phone manners and a consistent pleasant disposition with users
• Escalation handling: Ability to understand escalated content-related issues and articulate information and solutions
• Process: Experience developing and adhering to standard operating procedures
• Problem solving: Analytical and troubleshooting skills

Technologies

• MS Office

Benefits

• Dental insurance
• Vision insurance

Education

• Holds a BA/BS degree