Help Desk Analyst

Who Are We: Oasys International Corporation (Oasys) was recently named one of Inc. 5000 magazine’s fastest-growing companies for the third year in a row. We are rapidly growing and looking for talented individuals to add to our team. Oasys is home to a dedicated team of technologists, consultants, engineers, and subject matter experts who provide world-class technology consulting services to our clients. We commit to providing our people with the necessary resources to continue learning and maintain a healthy work-life balance. We also cultivate a collaborative and social atmosphere and foster a merit-based culture in which people receive recognition for their performance.

Position Summary:

Oasys is currently looking for a Help Desk Analyst to join our team. The primary responsibility of the Help Desk Analyst will be to provide user support, which includes addressing user inquiries, logging all Help Desk requests, resetting passwords, and updating user information. Additionally, the Help Desk Analyst will work towards enhancing our Help Desk portal and workflows/processes to serve our long-time Federal Government customers better.

Job Responsibilities:

• Consistently have a customer-first voice when telephonically communicating with customers through the ticket tracking system and email.
• Excellent verbal and written communication skills, phone etiquette, people skills, customer-focused and service-oriented, attentive to details, act professionally, multi-task, and adjust focus when higher priority support requests arrive.
• Receive and resolve customer support requests related to client support systems.
• Assist end users with client support systems, such as guiding improved workflow when using the platform.
• Escalate user support requests/issues to external support teams when appropriate
• Interact with end users and staff to diagnose and resolve customer support requests.
• Document customer requests in the ticketing system, record actions taken, and provide follow-up.
• Assist with monitoring the incoming ticket queue.
• Interact with end users and contractor staff to diagnose and resolve problem tickets.
• Create and maintain technical documentation, such as step-by-step tip sheets, application manuals, and process/workflow.
• Detail and provide input for training manuals.
• Improve and provide updates to the Help Desk portal and its associated workflows/processes.
• Provide troubleshooting support, e.g., site access issues, login issues, Relativity viewer installation or issues, and latency questions.

Skills and Qualifications:

• Proficient knowledge of the Microsoft Office Suite (Word, Excel, PowerPoint, Outlook).
• Experience working with PCs, laptops, printers, mobile devices, digital scanners, and copiers is preferred.
• Experience with customer service and helpdesk support is preferred.
• Experience with helpdesk software ticketing systems is preferred.
• Candidates must be able to work in a fast-paced environment and multitask.
• A professional attitude regarding attention to detail, customer service, and excellent organizational skills are required.
• Effective communication skills and the ability to interact professionally with diverse clients and staff are required.
• Must be a team player and be able to work simultaneously with other help desk associates.

Education/Experience Requirements:

• A degree in IT or a related field; an additional four (4) years of experience may be considered in lieu of the degree. Minimum six (6) years’ experience with no degree.
• At least four (4) years of previous help desk, technical call center, or IT service desk experience providing customer support, preferably in an environment that followed performance metrics, and preferably with experience supporting executive VP/VIP levels and their assistants.
• Experience providing user support.
• Experience working in help desk ticketing platforms, documenting ticket notes following user support.
• Experience creating user accounts and granting users access to custom software.
• Experience / working knowledge with Active Directory (AD)

Security Clearance Requirements:

• Must be a U.S. Citizen
• Must have a Public Trust

Work Location:

• Washington, DC - Hybrid

Oasys is committed to hiring and retaining a diverse workforce. We are proud to be an Equal Opportunity/Affirmative Action Employer, making decisions without regard to race, color, religion, creed, sex, sexual orientation, gender identity, marital status, national origin, age, veteran status, disability, or any other protected class. U.S. Citizenship is required for most positions.