Skyward is hiring a
Help Desk Analyst

Summary

Join Skyward IT Solutions as a Help Desk Analyst to provide technical support for a web-based software application. Collaborate with end-users, document standard operating procedures, and learn from others in a growth-oriented team.

Requirements

• At least 2 years’ experience delivering top notch customer service in an IT Help Desk Environment
• Bachelor’s degree in information technology or a related field
• An ability to communicate clearly and effectively with nationally located customers and coworkers of varying technical abilities
• An ability to independently research, analyze, and provide resolutions to technically complex issues
• Self-motivation and the desire to learn new technologies, expand your knowledge, and continually grow
• A calm and friendly demeanor during high stress situations

Responsibilities

• Be on a team supporting the Centers for Medicare and Medicaid Services (CMS) with help desk and customer support services
• Provide basic to intermediate technical support for a web-based software application
• Support end-users via phone, chat, email, video conference, and service desk portal
• Collaborate with end-users to support the implementation, rollout, and usage of web-based software
• Demonstrate comfort and expertise in troubleshooting a vast array of software-related issues
• Document and maintain standard operating procedures (SOPs), user operating guides, and knowledge base (KB) articles
• Support user acceptance testing (UAT) on new releases and bug remediation
• Perform basic smoke testing after regularly scheduled software deployments and report any issues found during testing
• Coordinate with software development teams and other technical teams to escalate and remediate tickets

Preferred Qualifications

• You have experience with agile development ideology and practices
• You’ve previously supported The Centers for Medicare and Medicaid Services (CMS)

Benefits

• $43,000 - $65,000 a year
• Skyward IT Solutions is an Equal Opportunity/Affirmative Action Employer