[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