Help Desk Analyst - Military veterans preferred

2025-01-17
Tantus Technologies, Inc.
Other

/yr

  employee   contract


Washington
District of Columbia
20001
United States


Position Title: Help Desk Analyst
State: DC
Country: US
Type: Regular Full-Time
# of Openings: 1
Company Name: USDT-TTB-OCIO-TTB

Overview:

Tantus Technologies, Inc. (Tantus) - recognized by the Washington Post as a Top Workplace - is seeking a Help Desk Analyst to provide support for a federal client. In this role you will provide customer service and help desk support to ensure that all end-user needs, inquires, issues, complaints, and comments are captured, monitored, and resolved.

Location: This position is a closing shift scheduled (11:30am - 8pm) and requires onsite presence in Washington, DC for several weeks at the beginning, with the option to transition to one day onsite per week afterwards.
Clearance: This position supports a federal contract and requires US citizenship and the ability to pass a background check.




What Youll do:
  • Provide end-user technical assistance via instant messaging, video and audio conferencing, telephone, email, desktop sharing, and desk-side service for resolving IT service-related needs and issues to the user’s complete satisfaction
  • Provide end-user communications, alerts, and notifications
  • Review incoming tickets and assign the proper work stream lead or responsible personnel to address the issue
  • Escalate issues via email, phone, and in person, depending on the severity of the issue
  • Provide agency employees with system status and user account password change and reset support for business applications
  • Record and track all reported issues via the agency's help desk troubleshooting ticket system
  • Assess user needs and requirements and determine the best possible course of action to immediately re-mediate any issues, complaints, or comments
  • Develop SOPs to troubleshoot and remedies common end-user issues
  • Assess and escalate issues that do not have standard SOPs for remediation
    to the appropriate OCIO work stream lead or staff
  • Create and update SOPs as needed and perform periodic analyses to
    determine the validity and relevance of all SOPs on record


Required knowledge and skills

  • 2+ years of experience in a Helpdesk Analyst role
  • Experience in troubleshooting Tier 1 level tickets
  • Demonstrated knowledge and accomplishment in analyzing, diagnosing, and recommending solutions for resolution of tickets
  • Bachelor’s degree in technology or related field (preferred)


Abilities

  • Must be a United States citizen eligible to obtain a Public Trust.


Nice to haves

  • Bachelor’s degree in technology or related field


Salary Range:

Salary range is $55,000-70,000/year. The salary range for this position reflects a variety of factors that influence compensation decisions, including skills, experience, training, certifications, and organizational needs.







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