Help Desk Analyst

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.

What You'll 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 remediationto the appropriate OCIO work stream lead or staff

Create and update SOPs as needed and perform periodic analyses todetermine 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.

Regular Full-Time