Help Desk Analyst - Washington

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.

**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 aftewards.*

*Must be a United States citizen eligible for a 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 remediation

• 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 for 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.