Help Desk Analyst

About the role

The Help Desk Analyst will support the Missile Defense Agency (MDA) ORBIT enterprise modernization environment in Huntsville, Alabama. This role provides Tier I/II user support for ORBIT and related MDA business, acquisition, contracting, and financial management systems.

Responsibilities

• Provide Tier I/II help desk and user support for ORBIT and related MDA business, acquisition, contracting, and financial management systems.
• Respond to, track, troubleshoot, and resolve user inquiries using a ticketing system or structured issue-management process.
• Support users with access, authentication, navigation, data-entry, reporting, and system functionality issues.
• Escalate complex technical, functional, or policy-related issues to developers, business analysts, functional leads, or government stakeholders as appropriate.
• Document issues, resolutions, recurring trends, and user feedback to support continuous improvement and system sustainment.
• Aid with financial data validation, reconciliation, reporting, and quality-control activities in support of budget execution and business operations.
• Help users navigate financial, contracting, and business process tools in accordance with established procedures, internal controls, and applicable standards.
• Coordinate daily with project managers, developers, business analysts, and client stakeholders using tools such as Jira, Microsoft Teams, SharePoint, and related collaboration platforms.

Requirements

• 3 years of helpdesk, user support, business systems support, financial systems support, or related experience.
• Basic understanding of financial processes, budgeting, accounting, acquisition, contracting, or enterprise business systems.
• Strong attention to detail, problem-solving ability, and commitment to accurate documentation.
• Excellent written and verbal communication skills, including the ability to explain system issues to both technical and non-technical users.
• Ability to work independently and collaboratively in a structured, compliance-focused, mission-oriented environment.
• Familiarity with Microsoft Office tools, SharePoint, Teams, Excel, and common ticketing or issue-tracking systems.
• Experience supporting Department of Defense, federal government, or federal contractor environments.
• Experience with MDA, defense acquisition, contracting, financial management, budget execution, or business operations systems.
• Experience supporting Appian, SharePoint, ERP, financial management, budget, or workflow-based enterprise systems.
• Familiarity with Jira, ServiceNow, Remedy, or another ticketing or IT service management platform.
• Experience supporting system transitions, modernization efforts, release testing, user acceptance testing, or application sustainment.
• Experience developing or maintaining user guides, SOPs, help materials, training aids, or knowledge-base articles.
• Familiarity with Power BI, data validation, reporting, or dashboard support activities.

Qualifications

• Bachelor's degree in Business, Finance, Accounting, Information Systems, Computer Information Systems, or a related field.
• Equivalent experience may be considered in lieu of degree.

Skills

• Strong customer service skills.
• Practical understanding of financial or business operations in a structured federal environment.

Benefits

MDW offers a competitive and comprehensive benefits and compensation package for our employees, including but not limited to:

• Health
• Dental
• Vision
• Group Life Insurance/Long Term Disability/Short Term Disability
• Retail/401(k)
• Flexible Leave Policy

Pay

Competitive salary based on experience and qualifications.

Schedule

This role is on-site/hybrid.