Business Analyst/Help Desk Support

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Business Analyst/Help Desk Support based in United States.

This role sits at the intersection of users, product teams, and engineering, helping federal programs operate smoothly and efficiently. You will troubleshoot issues, coordinate requests, and translate technical information into clear, practical guidance for end users. A key part of the role is empowering users through well-designed documentation, training resources, and self-service support. You will contribute to knowledge management across platforms such as SharePoint and GitHub while helping teams resolve issues efficiently. The position offers the opportunity to work across technical and non-technical groups in a collaborative, Agile environment. You will join a remote team where clear communication, continuous learning, and a genuine commitment to helping others are highly valued. This is an impactful opportunity to improve the day-to-day experience of users while contributing to high-quality digital services in the federal space.

Accountabilities:: Serve as a key connector between product teams, engineers, and end users by triaging requests, resolving issues, communicating updates, and ensuring problems reach the appropriate stakeholders.

Receive and respond to requests for assistance or information promptly, professionally, and with clear, user-friendly communication.

Investigate user issues, coordinate technical escalations, and follow each issue through to resolution while keeping affected users and teams informed.

Create and maintain practical training materials, step-by-step guides, FAQs, documentation, and video tutorials that enable users to resolve common questions independently.

Build, organize, and maintain self-service knowledge resources using SharePoint and GitHub .

Translate technical concepts and requirements between technical and non-technical audiences, helping product and engineering teams better understand user needs.

Support configuration, setup, and other operational tasks as needed to ensure smooth user and program experiences.

Identify recurring issues and opportunities to improve support processes, documentation, workflows, and overall service efficiency.

Work collaboratively within an Agile environment and contribute to a culture of transparent communication, continuous improvement, and user-centered problem solving.

Perform other related duties as assigned.

Requirements:

Bachelor’s degree is required.

Experience working across technical and non-technical teams, with the ability to translate business or user needs into clear technical information and vice versa.

Strong written and verbal communication skills, with a demonstrated ability to produce clear, useful, and accessible documentation.

Experience developing training materials, self-service resources, user guides, FAQs, or similar support content.

Familiarity with SharePoint and GitHub .

Experience or exposure to SQL, Python, or R is a plus.

Familiarity with Human-Centered Design principles is advantageous.

Comfortable working in an Agile environment and collaborating with distributed teams.

Strong problem-solving skills and a genuine willingness to help users navigate and resolve challenges.

Highly organized, responsive, and capable of managing multiple requests and priorities in a fast-moving environment.

Comfortable communicating through written documentation, virtual meetings, and direct conversations with users and technical teams.

Able to learn new tools and processes quickly and work effectively in a remote, collaborative environment.

Must be authorized to work in the United States; certain positions may additionally require U.S. citizenship and the ability to obtain and maintain a federal background investigation and/or security clearance in accordance with contract requirements.

Benefits:

Fully remote work arrangement within the United States.

Competitive salary range of $85,000–$110,000 , with actual compensation determined by factors including location, skills, experience, and job level.

Comprehensive employee benefits package.

Company-matched 401(k) retirement plan.

Flexible paid time off.

Paid holidays.

Technology and education stipend.

Opportunity to make a meaningful impact through digital services supporting federal programs.

Collaborative, learning-focused environment with opportunities for professional growth and skill development.

How Jobgether works: We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team. We appreciate your interest and wish you the best!  Why Apply Through Jobgether?    Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.     #LI-CL1