Helpdesk Technician

Why Karsun?

Join Karsun Solutions to grow your career with the company transforming possible for the US Government.

At Karsun, collaboration drives our community. We're committed to building an environment where team members from diverse backgrounds can innovate, learn and grow with us. Here at Karsun, the only limit to your potential is the limit of your curiosity.

Join Team Karsun, and Find Your Next!

Summary

We are seeking a Tier 1 Help Desk professional to provide first-line technical support for end users working with Business Intelligence (BI) tools including Power BI, Tableau, and Alteryx. The role will focus on troubleshooting user issues, managing service requests, escalating complex problems, and ensuring users can effectively leverage BI tools for reporting and analytics.

What You'll Do:

• Serve as the first point of contact for BI tool-related issues (Power BI, Tableau, Alteryx).
• Respond to user queries via ticketing system, email, or phone within defined SLAs.
• Assist users with login/access issues, permissions, and connectivity problems.
• Troubleshoot report/dashboard viewing issues, data refresh failures, and basic configuration errors.
• Provide basic guidance on tool usage and navigation.
• Document issues, resolutions, and escalation paths clearly in the knowledge base.
• Collaborate with Tier 2/Tier 3 support and BI development teams when required.
• Monitor scheduled reports and alerts for failures and escalate as necessary.
• Support onboarding of new users by guiding them through setup and access.

Required Qualifications:

• Requires a Bachelor's Degree in Information systems, business systems, management information systems, IT Management, or other IT degree and a minimum of 5 years of relevant experience
• 3-5 years of experience in IT help desk or technical support role.
• Familiarity with Power BI, Tableau, or Alteryx from an end-user or support perspective.
• Basic understanding of data visualization concepts (dashboards, reports, filters).
• Strong problem-solving and troubleshooting skills.
• Experience with ticketing systems (ServiceNow, Jira, or equivalent).
• Excellent communication and customer service skills.
• Ability to follow standard operating procedures (SOPs) and document solutions.
• Knowledge of Microsoft Office (Excel, Outlook, Teams).

Preferred Qualifications:

Things to Know:

Commitment to Non-Discrimination

All qualified applicants will receive consideration for employment without regard to disability, status as a protected veteran or any other status protected by applicable federal, state, local, or international law.

Salary Range

The proposed salary range for this role is $108,000.00 to $115,000.00 USD. The salary range provided is a good faith estimate representative of all experience levels. Karsun considers several factors when extending an offer, including but not limited to, the role, function and associated responsibilities, a candidate's work experience, location, education/training, and key skills.

Third Party Resumes: Karsun does not accept unsolicited resumes through or from search firms or staffing agencies. All unsolicited resumes will be considered the property of Karsun and Karsun will not be obligated to pay a placement fee.

Clearance Information

This position requires the eligibility to obtain a security clearance. The Defense Industrial Security Clearance Office (DISCO), an agency of the Department of Defense, handles and adjudicates the security clearance process. More information about Security Clearances can be found on the US Department of State government website: https://www.state.gov/m/ds/clearances/c10978.htm

Location

To be considered for this role, you must reside in one of the following states: CA, CO, DC, FL, GA, IL, MD, NJ, NY, NC, OH, OK, PA, SC, TX, VA, WV.