Help Desk Specialist

Government Services Washington,District Of Columbia

Help Desk Specialist (US
- Washington, DC )

Team members at Tantus, a Sikich Subsidiary have a lot in common while also being part of a rich and varied group of contributors, creating a distinct and thriving culture. Chief among our commonalities is a desire for growth and a shared unity of purpose in our professional lives. We believe that through diverse perspectives, challenging the status quo and rewarding action, we accelerate innovation and drive growth – for our clients, for ourselves and for our communities.

The professional services landscape continues to evolve. For Tantus, a Sikich Subsidiary, this means we have an opportunity to further cement our leadership position in this industry and continue to grow our organization in increasingly exciting ways. This growth is meaningful for every team member at our company because larger companies simply see more interesting client opportunities and can attract impressively talented individuals like you.

Through a dedicated focus on key business priorities and intentionally creating a rewarding employee experience, Tantus, a Sikich Subsidiary has developed into a highly regarded provider of professional services and a sought-after employer of choice.

Do you want to work with other skilled and agile practitioners who thrive on challenge and growth? We believe everyone has untapped potential. That’s why we lead with vision and act fast, pairing deep expertise with practical solutions. Our teams cut through complexity and deliver real impact. It's our hope that you find more than just a job. At Tantus, a Sikich Subsidiary, you'll find optimism, clear insights and genuine warmth, without egos.

Are you ready to grow with us?

Surge support, through January 15, 202 7 . (possible extension)

This is a surge support position through January 15, 202 7 . Extension is possible but not guaranteed. The Help Desk representative will be working on-site in Washington, DC, supporting a federal client and requires an active public trust or higher clearance.

• Support team members’ work across all aspects of the help desk supporting our end users, industry members and internal engineering and operations.
• Must be focused on helpdesk performance, training, user/stakeholder communications and outreach, and other customer service-related activities involving IT as needed.
• Identify process improvement opportunities and pro-active team-wide changes that support ITIL v3.1 or ITIL v4 governance
• Facilitate information sharing and coordination across team members and system admins.
• Identify integration points, potential efficiencies and external dependencies among product-level schedule
• Provide support to the team as the SME on Service Now
• 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 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 bureau’s help desk troubleshooting ticket system, Service Now
• Assess user needs and requirements and determine the best possible course of action to immediately re-mediate any issues, complaints, or comments
• Develop and contribute to SOPs for troubleshooting and remediation of 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
• Update SOPs as needed and perform periodic analyses to determine the validity and relevance of all SOPs on record

• Must possess an active public trust or higher government issued clearance.
• Must be willing to work onsite in Washington, DC
• 5+…