Help Desk Support (Hybrid) (Secret Clearance Required)

Description

Unleash your potential and seize a remarkable opportunity with Solerity - a visionary leader in providing unparalleled information technology, engineering, cloud services, program management, and consulting services to the US Federal Government and Intel Community. With a relentless focus on innovation and cost-effectiveness, Solerity empowers clients to reach new heights and achieve their most ambitious goals at mission speed. Be a part of our legacy as we continue to raise the bar and set the standard for exceptional services and solutions.

The Functional Analyst plays a critical dual role in supporting both end users and the software development team. This hybrid position blends Tier 1 and 2 helpdesk support with requirements analysis, software testing, and documentation, ensuring seamless system use and improvements across our enterprise applications. The successful candidate will operate in a fast-paced, collaborative team that values innovation, proactive problem-solving, and continuous improvement.

Requirements

• Deliver Tier 1 and Tier 2 support by responding to user inquiries, troubleshooting system issues, and guiding users through application features and workflows
• Process access requests in ETA/TEAMS, including role elevation memos and location-related approvals
• Assist users with navigation and functionality across multiple system modules
• Serve as a functional liaison to the development team; analyzing user needs, identifying system pain points, and recommending enhancements to workflows and design
• Write and maintain user stories and functional requirements in JIRA
• Conduct software testing, including writing and executing test cases, validating features, and identifying/reporting defects
• Participate in test planning, sprint reviews, and quality assurance efforts
• Create and update system documentation, SOPs, and user training materials
• Create and maintain training materials and user guides; provide virtual or in-person training as needed
• Participate in sprint planning, demos, and backlog grooming
• Collaborate with internal stakeholders to prioritize user needs and support new feature rollouts

Minimum Clearance: DoD Secret

Required Qualifications:

• U.S. Citizenship
• Active DoD Secret clearance
• Associate’s degree or equivalent combination of education and professional experience
• 4+ years of relevant experience in functional analysis, software support, or user services
• Highly organized and detail-oriented, with the ability to manage multiple priorities in a fast-paced environment
• Excellent written and verbal communication skills, with a focus on clarity, professionalism, and responsiveness
• Self-motivated and proactive, with a strong commitment to delivering high-quality support and continuous improvement
• Proficient in Microsoft Office Suite, including Excel, Word, and PowerPoint
• Excellent interpersonal and translation skills - able to convert business needs into clear actionable requirements

Desired Qualifications:

• Bachelor’s degree in business/information systems, logistics, or a related field
• Familiarity with the Joint Container Management (JCM) system
• Experience with shipping container logistics or container management operations
• Working knowledge of the following tools and concepts:

o ServiceNow (helpdesk ticketing)

o JIRA (Agile task management)

o Workflow diagramming

o SQL for data query/updates

• Advanced proficiency in Microsoft Office Suite:

o Excel (pivot tables, formulas, data functions)

o PowerPoint (workflow diagramming)

o Word (professional documentation)

• Experience with software testing and creating test plans
• Advanced certifications such as CompTIA Security+, ITIL, or related credentials

BENEFITS YOU'LL ENJOY:

1. Medical, dental and vision coverage

2. Health Savings Accounts and Flexible Spending Accounts for healthcare and dependent care

3. Flexible work schedule to include onsite, hybrid or remote, as dictated by position

4. 401(k) and company-funded life insurance

5. Generous Paid Time Off (PTO)

6. Tuition and training assistance

7. Financial rewards for employee referrals.

8. Pet insurance

9. Employee discount program

EMPLOYMENT OPPORTUNITIES: Solerity is committed to the range of perspectives we bring to the marketplace by being an employer dedicated to hiring a highly qualified team of professionals, providing world class services and products aimed at exceeding our customer’s expectations. Solerity is an equal opportunity employer as to all protected groups, including protected veterans and individuals with disabilities. Solerity is a VEVRAA Federal Contractor.

APPLY TODAY!