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IIP – Junior Help Desk Analyst / WordPress Support

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Octo Consulting Group
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August 11, 2018
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Our team is what makes Octo great. At Octo you'll work beside some of the smartest and most accomplished staff you'll find in your career.  Octo offers fantastic benefits and an amazing workplace culture where you will feel valued while you perform mission critical work for our government.  Voted one of the region’s best places to work multiple times, Octo is an employer of choice!

Octo Consulting Group is seeking a junior Help Desk Analyst to join our growing team in Washington, DC. This individual will be responsible for WordPress Support on Department of State, International Information Programs (IIP) world-wide CMS implementation, supporting a mission which has direct impact on how the US is viewed around the world.

Be a part of a winning team and support users of one of the most major WordPress environments in the US today.  Join our help desk in one of several different schedules well-suited to your needs.  Have early morning classes or childcare and want to work an evening or overnight shift?  Have a complicated class schedule where weekends work best for you?  Octo Consulting is dedicated to you as much as we are our customers!  This major WordPress Site Help desk team responds to 24/7 worldwide requests coming in via our email system.  Some alternative shifts may contain Remote or Work From Home opportunities.  The ideal candidate has some experience in a help desk environment and will report to our Help Desk Lead, ensure customer service requests are being addressed quickly and per SLAs.  As your skills increase, you will contribute to Knowledge Base articles and advanced support.

Responsibilities Include:

The selected candidate will be responsible for supporting the day-to-day operations of a WordPress powered website’s Help Desk, servicing our end users and meeting or exceeding service levels.

Identifies, researches, and resolves complex technical problems. Documents, tracks, and monitors reported issues to ensure resolution in a timely manner. 

Effectively communicates with end users on recommended problem resolution. Adapt to different challenging work environments. Candidate must be able to manage their time effectively and work independently with minimal supervision. Work with other WordPress Development and Operations team members collaboratively, in order to provide timely resolution to reported issues. Document issues and associated resolution. Perform root cause analysis for ongoing issues in order to eliminate, or reduce the frequency, of the same.

  • Supports WordPress service desk activities for worldwide users.
  • Supports the opening, updating and closing of support tickets, and providing first and second level support to resolve incidents and respond to requests.
  • Identifies, researches, and resolves complex technical problems.
  • Creates and manages escalation procedures to ensure service levels are maintained.
  • Documents, tracks, and monitors problems to ensure resolution in a timely manner.
  • Works collaboratively with other development and operations team members to provide timely issue resolution.
  • Documents issues and associated resolutions in Service Desk system.
  • Performs root cause analysis to fully remediate and resolve problem issues.
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