This Business Analyst and Help Desk Technician position supports the Department of Homeland Security (DHS), Customs and Border Protection (CBP) in the area of Support Services. The mission-critical program provides comprehensive training, safety, standards, curriculum development, and technical modernization services to ensure national border security agents can operate safely and effectively.
You are the voice of the user and the bridge to the developers. By helping frontline agents navigate technical issues and translating their feedback into actionable software requirements, you ensure the secure tracking and reporting software is both robust and easy to use.
Status: Full-Time / Contingent Upon Contract Award
Who You Are
You are the ultimate user advocate. Combining empathetic technical customer support with sharp analytical skills, you love finding out what users need and translating those observations into structured technical requirements. You have excellent communication skills, enabling you to patiently walk a user through a help ticket and, in the next hour, write a detailed user story for the engineering team.
What You'll Do (Key Responsibilities)
Resolve Help Desk Tickets: Provide exceptional Tier 1 & 2 support for the software, resolving login, performance, and functionality issues.
Analyze Requirements: Engage with agency stakeholders to gather, evaluate, and write comprehensive requirements (use cases, user stories, and wireframes).
Perform Quality Assurance: Conduct manual testing, regression testing, and support user acceptance testing (UAT) to ensure software builds are error-free.
Educate Users: Author clear user guides, FAQs, and lead webinars to assist personnel in adopting new software features.
What You Bring (Qualifications)
Experience: Minimum of 2 years of experience in software development business analysis or IT helpdesk operations.
Tools: Familiarity with requirements software (JIRA, Confluence) and ticketing platforms (ServiceNow, Zendesk, or similar).
Education: Bachelor's degree in IT, Business Administration, or related field preferred (equivalent experience accepted).
Clearance: Ability to obtain and maintain a federal background suitability check.
Why You'll Love Working with Team Carney (Benefits & Perks)
When you join our team, you enjoy a robust suite of benefits tailored to support your "whole self":
Comprehensive Health: Competitive medical, dental, and vision options (BCBS CareFirst), plus HSA and FSA.
Financial Protection: 401(k) with corporate match, and fully paid life and disability insurance.
Work-Life Harmony: Generous PTO, 11 paid federal holidays, and 6 weeks of fully paid parental leave.
Professional & Personal Growth: Up to $5,000 annually in tuition assistance or student loan repayment, plus $200/year "Get Out and Learn" and $200/year "Get Out and Run" micro-benefits.
EEO/Veteran/Disabled
Carney incorporated in 1994 with a single mission -- to dramatically improve the job performance and critical mission accomplishment of employees, work teams, and entire organizations.
We provide solutions to our Federal government clients across many solution types. Some of these are human capital consulting, leadership development, business process re-engineering, serious gaming, e-learning, and social government. Generally, these solutions are blended to create a unique solution to a specific client. Each one is aimed at helping our clients realize their potential by effectively doing more with less. We know we are successful when our clients are able to carry out their mission faster and better than they ever have.
We help individuals perform at the speed of need. What this means is that we develop solutions that enable individuals, teams, teams of teams, and entire organizations to get to performing (delivering on their mission) as quickly and as effectively as possible. We endeavor to deliver Performance Acceleration services to our clients, which is the enhanced ability to learn and acquire skills at the exact time and place of need.
