At MetaPhase, we believe Quirky is Cool and being authentic is the only way to be! We take the work we do very seriously and do a lot of important mission-focused work for our clients. We are individuals with different passions and strengths who take as much joy in the work we do as from those we work with. Today, we have a team that is invested in creating new solutions that lean forward, challenge the status quo, but also reflect our intimate knowledge of our customers’ business. Over the years we have fostered a culture in which we are united by shared values—passion, solidarity, generosity, curiosity, and boldness—and these come alive in the work we do and how we do it.

Together, we know our people are our difference—for our clients and our colleagues.

Are you ready to:

Work alongside a dedicated and diverse set of people to offer honest advice and practical guidance to our clients?

Learn and grow by taking advantage of every opportunity available to you?

Be the difference and make it happen?

MetaPhase is seeking a motivated Helpdesk Analyst to support a mission-critical federal acquisition system. This role will serve as the front line of client support, troubleshooting technical issues, and ensuring system accessibility for users. The ideal candidate is customer-service driven, highly organized, and eager to grow their IT support capabilities while contributing to acquisition system modernization efforts.

What You Will Be Doing:

Provide support for users of a federal acquisition system, resolving issues via phone, email, and ticketing systems.
Diagnose and troubleshoot hardware, software, and user access issues, escalating to technical teams as needed.
Document all support interactions in a centralized system, tracking issue trends and recommending process improvements.
Collaborate with system administrators, business analysts, and developers to support system stability and user experience.
Maintain system knowledge base and contribute to SOPs and training guides.
Monitor support queues to ensure timely and effective responses to all inquiries.
Assist in system testing and validation efforts during releases and upgrades.

What We Need From You (Required):

U.S. Citizenship (No exceptions).
1–3 years of experience in a helpdesk, IT support, or customer service role.
Familiarity with federal government systems, preferably in acquisitions or procurement.
Strong verbal and written communication skills with an emphasis on clarity and customer service.
Proficiency with ticketing platforms such as ServiceNow, FreshTicket and Remedy.
Comfortable following documented processes and standard procedures.

Bonus Points (Desired):

Experience supporting acquisition system PRISM.
ITIL certification or formal training in IT service management.
Familiarity with user provisioning, Active Directory, and SSO environments.
Understanding of federal procurement lifecycle and terminology.

Work Setup:

Remote (East Coast U.S. locations preferred to align with client in Washington, DC)

Clearance & Education:

Must be eligible for Public Trust.
Bachelor’s degree in Information Systems, Computer Science, or a related field preferred.

Compensation:

Compensation decisions are dependent on the facts and circumstances of each case. A reasonable estimate of the current range for this role in the U.S. is $65k - $80k.

Benefits & Perks:
At MetaPhase, we care about your well-being and success. Our benefits include generous PTO, federal holidays, parental leave, and comprehensive health coverage (medical, dental, vision, life, and disability). We also offer a 401(k) with company match, FSA/HSA options, commuter benefits, and much more.

About MetaPhase

MetaPhase is different with a purpose - demonstrating a new approach to the industry that puts employees and culture first! We continue to be recognized by industry as one of the fastest growing and most impactful consultancies in the nation, and are aggressively hiring to grow our team:

Best Places to Work

Washington Post Top Workplaces – 2022, 2023

Washington's Business Journal’s Best Places to Work – 2021, 2022

Virginia Businesses Best Place to Work – 2021, 2022, 2023

Northern Virginia Technology Council Top 100 Technology Firms – 2020

MetaPhase is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, disability or veteran status, or any other factors protected by federal, state, or local law.

#dice
#LI-Hybrid

MetaPhase Consulting

Latest Jobs

Junior Helpdesk Analyst