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 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.

CLEARANCE & EDUCATION:

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

• 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.