Help Desk Analyst

MDW Associates, LLC is seeking a detail-oriented Help Desk Analyst to support the Missile Defense Agency (MDA) ORBIT enterprise modernization environment in Huntsville, Alabama. This role will provide Tier I/II user support for ORBIT and related business, acquisition, contracting, and financial management systems while assisting with financial data validation, reporting support, issue tracking, and user coordination.

The Help Desk Analyst will serve as a front-line support resource for users navigating modernized enterprise applications and system transitions. The ideal candidate will combine strong customer service skills, disciplined issue documentation, and a practical understanding of financial or business operations in a structured federal environment.

This role is on-site/hybrid.

The Held Desk Analyst may perform a combination of some or all the following duties:

• 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.
• Assist 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.
• Support system transitions, releases, upgrades, user acceptance testing, and sustainment activities by documenting defects, validating fixes, and communicating status.
• Maintain user guides, standard operating procedures, quick-reference materials, frequently asked questions, and other support documentation.
• Coordinate daily with project managers, developers, business analysts, and client stakeholders using tools such as Jira, Microsoft Teams, SharePoint, and related collaboration platforms.

Required Experience/Skills:

• 3 years of helpdesk, user support, business systems support, financial systems support, or related experience.
• Experience responding to user inquiries, troubleshooting issues, documenting resolutions, and escalating complex issues through a structured process.
• 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.
• Active DoD Secret clearance required.

Desired Experience/Skills:

• 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.

Education Requirements:

• 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.

Security Requirements:

• Candidates for this position must have an Active Secret Security Clearance

Company Description

Incorporated in 2012, MDW is a small business headquartered in McClean, VA with employees in various locations in the United States. We provide Federal government clients with consulting, management services, advisory and assistance services, decision support, strategic planning, process planning and improvement, task execution, and metrics analysis. Our mission is to make our clients more successful by providing honest assessments, exceptional analysis, prudent advice, direct communication, and hard work.

Our core capabilities include:

• Strategic Planning
• Cost Estimating
• Budget Programming and Justification
• Budget Execution
• Acquisition Management
• Financial Systems Support & Integration

MDW Associates, LLC ("MDW") is an equal opportunity employer and does not discriminate in hiring or employment on the basis of race, religion, color, sex, sexual orientation, gender identity, national origin, age, marital status, covered veteran status, mental or physical disability, pregnancy or any other unlawful basis unrelated to the ability to do the job. MDW seeks to employ talented, ethical, and entrepreneurial-minded persons. Our applicants and employees are protected from discrimination as required by Federal law.

Additional Information

We offer 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
• Retirement/401(k)
• Flexible Leave Policy

All information will be kept confidential according to EEO guidelines