Job Description
Service Desk Analyst Journeyman (Must be a U.S. Citizen) - USDA
PBG - 2.3
Washington, DC Job Details 3 hours ago Benefits AD&D insurance Paid holidays Disability insurance Health insurance Dental insurance 401(k) Paid time off Employee assistance program Vision insurance Qualifications Customer communication Customer support ticket management Ticketing system technical support Full Job Description PBG delivers mission-focused solutions that eliminate inefficiency and power transformation for federal agencies requiring agility, security, and impact. Citizenship:
U.S. Citizenship Required Position Summary The Journeyman Service Desk Analyst with Reporting provides front-line Tier 2 application support and reporting assistance for a federal agency's grants management application portfolio. Working fully remotely under the direction of the Senior Service Desk Analyst and project manager, this role resolves service desk tickets, manages user accounts, runs existing reports, and documents known issues across the agency's grants management systems. The Journeyman Analyst is expected to handle well-defined, structured assignments independently and escalate complex or high-priority issues appropriately. Key Responsibilities Respond to and resolve assigned Tier 2 service desk tickets related to application functionality, user access, report access, and data questions across the agency's grants management application suite within defined SLA targets. Run existing operational reports and dashboards on schedule or on demand using Oracle APEX and Jasper Reports; distribute outputs to agency stakeholders as directed. Manage user accounts and permissions within grants management applications; process account creation, modification, and deactivation requests; contribute to monthly account audit reporting. Document all ticket activity completely:
classification, priority, customer contact logs, steps taken, workaround or resolution, and closure notes; maintain 95%+ audit compliance. Identify and document known or recurring system issues and bugs that impact application functionality; escalate to Senior Analyst or development team with clear issue documentation. Support NIFA-GMI
service desk activities: process assigned eRA-related tickets, assist with routing guidance for agency-specific processes, and flag connectivity issues for escalation. Conduct functional testing for reporting-related changes or fixes prior to production deployment as directed. Contribute updates to weekly and monthly status reports on assigned ticket volume, resolution rates, and any open issues. Required Qualifications Bachelor's degree in Computer Science, Information Systems, Business Administration, or related field; OR equivalent combination of education and experience. Minimum 2 years of experience in IT service desk, application support, or helpdesk roles; up to 4 years for this Journeyman level band. Basic familiarity with SQL or data querying concepts; ability to run and interpret basic reports. Experience working with a ticketing or service management platform (Remedy, JIRA, ServiceNow, or equivalent). Clear written and verbal communication skills; ability to interact professionally with government agency end users. Active U.S. Public Trust Moderate Risk investigation or ability to obtain one; higher designation may apply. S. Citizenship required. Ability to complete annual federal ISA and ROB mandatory training at contractor's expense. Preferred Qualifications Experience running reports in Oracle APEX, Jasper Reports, Power BI, or similar tools. Familiarity with user account management in enterprise applications. Exposure to federal grants management systems or federal IT environments. Experience with Confluence or SharePoint for documentation and knowledge management. CompTIA A+, ITIL
Foundation, or similar IT service management certification a plus. #WHYPBG We have successfully built a company culture based on our single most important asset - our employees. At PBG we are passionate about employee engagement and make it our business to provide our employees a range of challenging and rewarding opportunities that align with business strategy, promote team work and inspire innovation. A job is where you are spending most of your day, so PBG believes in making it a fun, collaborative and productive environment. We want our employees to have the opportunity to grow and be part of a company that is making a lasting contribution to our customers. Benefits:
401K Retirement Plan Medical Plan options with significant financial investments from PBG Prescription benefit plan Dental and Vision coverage Employee Assistance Program Short term / Long-term disability Supplemental group life and AD&D options Yearly Bonuses Generous Paid Time Off / Paid Holidays Career/Professional Development Program Spot Bonus Program Equal Employment Opportunity Statement:
PBG is an equal opportunity employer and makes all employment decisions based on job-related qualifications, skills, experience, and business needs. We do not discriminate against any applicant or employee based on legally protected characteristics, including but not limited to race, color, religion, sex, national origin, age, disability, genetic information, or veteran status, in accordance with applicable federal, state, and local laws. PBG complies with all laws regarding non-discrimination in employment in every location in which the company operates Disclaimer:
This job description reflects management's assignment of essential job functions but is not intended to be a comprehensive list of all activities, duties and responsibilities required by the job incumbent. Nothing in the herein restricts management's right to assign or reassign duties and responsibilities to this job at any time. This document does not create an employment contract, implied or otherwise, other than an "at will" relationship.
