Tier 3 Help Desk Analyst

Overview

Vaultes is a rapidly growing cybersecurity and digital services company headquartered in the Washington DC metro area. Serving customers across the Federal government and commercial sectors, we use our broad experience and deep technical expertise to implement customized solutions that enable mission achievement and secure the world through technology. 

The ideal candidate is a skilled Help Desk Analyst to join our team supporting a government agency. This role serves as a Tier 3 escalation point, responsible for resolving complex technical issues across hardware, software, networking, and system configurations. The ideal candidate will bring strong project management and problem-solving skills, a proactive approach to trend analysis, and the ability to support secure IT environments while collaborating with stakeholders and mentoring junior support staff.

This is a full-time W2 position. 

You must be legally authorized to work in the USA. Vaultes does not provide visa sponsorship. 

You must be a US Citizen and be able to obtain/maintain a valid Security Clearance. 

Responsibilities

• Research and resolve complex problems that Tier 1 and Tier 2 support care are unable to resolve. 
• Resolve technical issues involving software, hardware, networking, and system configurations.
• Analyze trends in issue reporting and implement appropriate solutions.
• Maintain and troubleshoot applications and secure network environments.
• Develop and update standard operating procedures (SOPs).
• Create and maintain detailed reports and documentation per agency standards and best practices.
• Provide guidance to Tier 1 and Tier 2 staff as needed.
• Communicate effectively with stakeholders providing updates on high-priority issues.
• Perform other duties as assigned.

Qualifications

• Bachelor’s degree in Computer Science, Information Technology, Engineering, or a related field.
• 3+ years of help desk experience
• Excellent communication skills, with the ability to effectively collaborate with non-technical stakeholders and convey technical concepts.

Perks and Benefits

• Paid time off 
• Paid holidays
• Work-from-home opportunities
• 401k with matching incentive
• Medical/dental/vision benefits
• Company provided life insurance
• Company provided short-term disability

Physical Requirements

• Prolonged periods sitting at a desk and working on a computer.
• Capable of operating a computer and other office productivity machinery, and frequently communicate with co-workers, management, and customers.

This is a Full-Time, W2 position. Corp-to-Corp and 1099 ineligible.

Vaultes provides equal employment opportunities to all employees and applicants for employment without regard to race, color, creed, ancestry, national origin, citizenship, sex or gender (including pregnancy, childbirth, and pregnancy-related conditions), gender identity or expression (including transgender status), sexual orientation, marital status, religion, age, disability, genetic information, service in the military, or any other characteristic protected by applicable federal, state, or local laws and ordinances.