[Remote] Help Desk Analyst
Note: The job is a remote job and is open to candidates in USA. JPI is seeking an analyst to support customer relationship management (CRM) / Helpdesk activities for a cloud-based communication and collaboration platform. The role involves providing Helpdesk support, resolving operational issues, and enhancing overall system performance while ensuring clear communication with Government clients.
Responsibilities
- Experience with information technology with an emphasis in helpdesk support and customer service
- Reviews, analyzes, and evaluates complex systems and user needs to enhance the overall operational system
- Resolves operational issues, coordinates work with programmers, and orients users to new system
- Provides system Helpdesk support and elevated Helpdesk Support
- Compiles and reports environment usage data through various documents
- Develops and maintains documentation to summarize usage; Maintain database to track license inventory and other environment metrics
- Leads and/or assists onboarding new team members and training existing team members on new tasks as necessary
- Supports the implementation of performance metrics and process improvement efforts
- Ability to communicate clearly and effectively with Government clients
- Self-starter that can work on tight deadlines
- Preferred experience with GSA, USCG, or related partner organizations
Skills
- A Bachelor Degree
- At least two to three (2-3) years of experience
- Experience with JIRA AND Google
- Able to obtain a MBI Clearance
- Experience with information technology with an emphasis in helpdesk support and customer service
- Reviews, analyzes, and evaluates complex systems and user needs to enhance the overall operational system
- Resolves operational issues, coordinates work with programmers, and orients users to new system
- Provides system Helpdesk support and elevated Helpdesk Support
- Compiles and reports environment usage data through various documents
- Develops and maintains documentation to summarize usage; Maintain database to track license inventory and other environment metrics
- Leads and/or assists onboarding new team members and training existing team members on new tasks as necessary
- Supports the implementation of performance metrics and process improvement efforts
- Ability to communicate clearly and effectively with Government clients
- Self-starter that can work on tight deadlines
- Preferred experience with GSA, USCG, or related partner organizations
Benefits
- A generous benefits package with comprehensive healthcare coverage
Company Overview