Full-Time Tier 3 Help Desk Analyst

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.

Requirements & Responsibilities

• Research and resolve complex problems that Tier 1 and Tier 2 support cannot 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.

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