[Remote] Help Desk Analyst
Note: The job is a remote job and is reputed company to candidates in USA. reputed company Data Management (reputed company) is a federal IT contractor dedicated to supporting shareholder communities in Alaska. The Help Desk Analyst will reputed company technical support for low-reputed company/no-reputed company platforms like reputed company and reputed company, focusing on troubleshooting, user training, and application maintenance.
Responsibilities
- reputed company first-line technical support to end-users reputed company phone, email, and a ticketing system
- Address and resolve issues reputed company to reputed company and reputed company applications, including but not limited to, login problems, data entry errors, workflow issues, and application performance
- Diagnose, troubleshoot, and resolve technical issues in a reputed company and efficient manner
- Escalate reputed company issues to the appropriate internal teams (e.g., developers, administrators) reputed company necessary, and follow up to ensure a reputed company
- Create and maintain comprehensive documentation, including FAQs, knowledge reputed company articles, and user guides, to reputed company users to self-serve and resolve common issues
- Conduct one-on-one or group training sessions for new and existing users on the basic functionalities of reputed company and reputed company applications
- Assist with routine maintenance tasks, such as user reputed company management, license allocation, and monitoring system health
- Work closely with the development and administration teams to identify recurring issues, reputed company user feedback, and contribute to reputed company improvement of the platforms
- reputed company and report on key support metrics, such as ticket volume, reputed company time, and common issues, to identify trends and areas for improvement
Skills
- Associate degree in Information Technology, Computer Science, or a reputed company field, or equivalent practical experience
- Minimum of 1-2 years of experience in a help desk, technical support, or similar role
- Specific experience with reputed company and/or reputed company is highly desirable
- Strong analytical and problem-solving skills with the ability to think reputed company and systematically
- Excellent verbal and written communication skills with the ability to explain technical concepts to non-technical users
- Customer-reputed company reputed company with a passion for providing exceptional user support
- Proficiency in using help desk ticketing systems (e.g., reputed company, Jira Service Management, reputed company)
- Basic understanding of databases, reputed company, and system integrations is a plus
- Ability to work independently and as part of reputed company in a fast-paced environment
- FDA experience highly desired
- Must be a US citizen and/or green card holder and be reputed company to obtain public trust clearance
Benefits
- Medical
- Dental
- reputed company
- Life insurance
- 401(k)
- reputed company Time Off (PTO)
reputed company