Service Desk Analyst

The Service Desk Analyst role supports the Treasury Cloud environment with round-the-clock incident management and direct engagement for deployments on AWS, Azure, and OCI. This onsite opportunity is based in Washington, DC, while the Treasury Cloud Service Desk operations are anchored in Oak Ridge, Tennessee.

Responsibilities

• Serve as the initial point of contact for the Treasury Cloud environment, ensuring 24/7 support coverage for customers.
• Manage the lifecycle of user accounts and oversee priority incident handling to minimize service impact.
• Directly engage with customers to assist with AWS, Azure, or OCI deployments and related issues.
• Coordinate communications and provide guidance to users to advance issue resolution and service restoration.

Requirements

• High school diploma or GED.
• Ability to pass a Public Trust background check.
• Associate’s Degree with 1 year of relevant experience or a High School Diploma with 2 years of relevant experience and a related certification.
• Six or more years of experience, with at least one year of remote work strongly preferred.
• Proven hardware and software troubleshooting experience, with the capacity to think logically and act decisively in critical situations.
• Experience delivering professional communication and addressing moderately complex technical issues via telephone, email, and chat.
• Demonstrated commitment to excellent customer service and the ability to collaborate effectively with teammates.
• Proficiency in supporting common corporate applications, browsers, networks, VPN/remote access, and antivirus software.
• Strong written and oral communication skills, with the ability to document work clearly in an electronic ticketing system.
• Solid understanding of IT concepts and cloud compute knowledge.
• Experience using Microsoft Office and Windows 10 in an enterprise environment.
• Experience with account administration and password resets in a Microsoft Active Directory environment.
• Ability to resolve most requests independently by following established procedures and using available knowledge bases and support tools to reach a proper resolution.
• Teleworking capability is required, including a dedicated home workspace, high-speed Internet, and a compatible Windows computer.

Technologies

• AWS, Microsoft Azure, OCI
• Microsoft Active Directory, DFS, PowerShell
• Microsoft Entra, Azure Entra
• Microsoft Office, Windows 10 OS
• VPN / remote access, antivirus software
• Cloud compute
• Help desk software and tools

Description

The Treasury Cloud (TCloud) Service Desk, located in Oak Ridge, Tennessee, invites applications for a Computer Operator II. This desk functions as the first line of support for the Treasury Cloud environment, delivering 24/7 assistance to customers. Key focus areas include account lifecycle management, priority incident handling, and direct customer engagement to support deployments on AWS, Azure, and OCI.

Desired Skills

• Experience with Microsoft Active Directory and DFS, and proficiency in PowerShell.
• Familiarity with Microsoft Azure and Microsoft Entra.
• Technical certifications such as A+, N+, and Security+.
• Technical writing capabilities.
• Knowledge of help desk software and tools.
• Familiarity with AWS, Azure, and OCI environments.

Compensation

Salary: USD 40,001 - 80,000 per yearly