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. Location: Remote or Oklahoma City, OK 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