Help Desk Analyst

Who Are We: Oasys is home to a dedicated team of technologists, consultants, engineers, and subject matter experts who provide world-class consulting and advisory services to our clients. We are rapidly growing and looking for talented individuals to add to our team. 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. Oasys was recognized on Inc. Magazine’s list of the 5000 fastest-growing companies for five consecutive years.

Position Summary:

Oasys is seeking a Help Desk Analyst to join our team. The Help Desk Analyst is the first line of support for users and a critical part of providing a path forward. The ideal Help Desk Analyst understands that continuously revising and tailoring the channels for support is an important part of helping users help themselves. This means improving our Help Desk portal and workflows/processes to support new and existing systems. The analyst will provide user support across multiple systems and must keep up with the changes being made to each system to provide the best tier 1 support, including but not limited to addressing user inquiries, triaging all requests, and updating process documentation to promote self-help.

Job Responsibilities:

• Communicate consistently with a customer-first voice when communicating with customers through ticket tracking systems, email, and telephone as needed.
• Provide support across multiple systems whilst keeping track of all high-priority tasks.
• Maintain professionalism in all communication.
• Resolve customer support requests related to client support systems.
• Assist end users with the use of client support systems, such as providing guidance for improved workflow when using the platform.
• Escalate user support requests/issues to external support teams when appropriate.
• Interact with stakeholders and team members to triage support tickets.
• Interact with stakeholders and team members to understand and resolve customer support requests.
• Document customer requests in the ticketing system, record actions taken, and provide follow-up.
• Monitor and track workload.
• Create and maintain technical documentation, such as step-by-step tip sheets and process/workflow diagrams.
• 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 Atlassian’s suite of tools (specifically Jira and Confluence)
• Proficient knowledge of 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.
• Excellent verbal and written communication skills, phone etiquette, and people skills. Customer-focused and service-oriented. Attentive to details. Acts with professionalism. Able to multitask and adjust focus when higher-priority support requests arrive.
• Candidate must be able to work in a fast-paced environment and be able to 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 4 years of experience may be considered in lieu of the degree. A minimum of 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:

• Fairfax, VA - 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.