Help Desk Analyst - Military veterans preferred

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 onsite in Washington, DC. (3rd shift: 11.00 am -8.00 pm)
Clearance: This position supports a federal contract and requires US citizenship and an active Public Trust.

• 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

• 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)

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

• Bachelor’s degree in technology or related field

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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