Business Analyst/Help Desk Technician - Homeland Security

Remote
Full Time
Experienced

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

Share

Apply for this position

Required*
We've received your resume. Click here to update it.
Attach resume or Paste resume
Attach resume as .pdf, .doc, .docx, .odt, .txt, or .rtf (limit 5MB) or Paste resume

Paste your resume here or Attach resume file

Invitation for Job Applicants to Self-Identify as a U.S. Veteran
  • A “disabled veteran” is one of the following:
    • a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or
    • a person who was discharged or released from active duty because of a service-connected disability.
  • A “recently separated veteran” means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.
  • An “active duty wartime or campaign badge veteran” means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.
  • An “Armed forces service medal veteran” means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.
Veteran status


Voluntary Self-Identification of Disability
Voluntary Self-Identification of Disability Form CC-305
OMB Control Number 1250-0005
Expires 05/31/2026
Why are you being asked to complete this form?

We are a federal contractor or subcontractor. The law requires us to provide equal employment opportunity to qualified people with disabilities. We have a goal of having at least 7% of our workers as people with disabilities. The law says we must measure our progress towards this goal. To do this, we must ask applicants and employees if they have a disability or have ever had one. People can become disabled, so we need to ask this question at least every five years.

Completing this form is voluntary, and we hope that you will choose to do so. Your answer is confidential. No one who makes hiring decisions will see it. Your decision to complete the form and your answer will not harm you in any way. If you want to learn more about the law or this form, visit the U.S. Department of Labor’s Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.

How do you know if you have a disability?

A disability is a condition that substantially limits one or more of your “major life activities.” If you have or have ever had such a condition, you are a person with a disability. Disabilities include, but are not limited to:

  • Alcohol or other substance use disorder (not currently using drugs illegally)
  • Autoimmune disorder, for example, lupus, fibromyalgia, rheumatoid arthritis, HIV/AIDS
  • Blind or low vision
  • Cancer (past or present)
  • Cardiovascular or heart disease
  • Celiac disease
  • Cerebral palsy
  • Deaf or serious difficulty hearing
  • Diabetes
  • Disfigurement, for example, disfigurement caused by burns, wounds, accidents, or congenital disorders
  • Epilepsy or other seizure disorder
  • Gastrointestinal disorders, for example, Crohn's Disease, irritable bowel syndrome
  • Intellectual or developmental disability
  • Mental health conditions, for example, depression, bipolar disorder, anxiety disorder, schizophrenia, PTSD
  • Missing limbs or partially missing limbs
  • Mobility impairment, benefiting from the use of a wheelchair, scooter, walker, leg brace(s) and/or other supports
  • Nervous system condition, for example, migraine headaches, Parkinson’s disease, multiple sclerosis (MS)
  • Neurodivergence, for example, attention-deficit/hyperactivity disorder (ADHD), autism spectrum disorder, dyslexia, dyspraxia, other learning disabilities
  • Partial or complete paralysis (any cause)
  • Pulmonary or respiratory conditions, for example, tuberculosis, asthma, emphysema
  • Short stature (dwarfism)
  • Traumatic brain injury
Please check one of the boxes below:

PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.

You must enter your name and date
Human Check*