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IIP – Mid-Level 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!

Do you have what it takes to support one of the largest WordPress implementations in the US Federal Government?  Octo Consulting Group is seeking a Help Desk Analyst to join our growing team at the Department of State, International Information Programs (IIP) program in Washington, DC. This is not some ordinary position where you reset passwords 8 hours a day.  This Help Desk Analyst must be ready to help end users work through linking complex, multiple website information to communicate effectively using WordPress.  Octo’s goal is high-quality support, going above and beyond the call of duty, meeting SLAs, and impressing these worldwide end users?

Are you ready to get out of just answering tickets and want to write Knowledge Base articles to help the end users learn the system better?  That’s a solid part of every Help Desk role.

Do you need an alternative schedule, coming in early in the morning, in the mid afternoon or working overnights so you can maximize classes or childcare?  Does your complex schedule require you working weekend days or nights?  Octo is ready to help you achieve your goals with a schedule that fits our customer’s needs and yours!

Analyst on WordPress Site related Help desk team, report to Help Desk Lead, ensure customer service requests are being addressed quickly and per SLAs

Responsibilities Include:

The selected candidate will be on a team responsible for 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.

  • Analyst on service desk activities for worldwide users..
  • Responsible for 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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