Helpdesk Analyst

Summary

Join Integrity Management Services, Inc. (IntegrityM), an award-winning, women-owned small business, as a full-time remote Helpdesk Analyst. This role involves acting as a liaison between business users, stakeholders, and technologists, requiring strong communication and technical skills. You will provide helpdesk support, gather and analyze requirements, create technical documentation, and collaborate with the team. The position offers a flexible schedule and a supportive work environment. A Bachelor's degree in a related field and one year of experience are preferred, along with proven helpdesk experience and strong technical skills. The ideal candidate will possess excellent communication and problem-solving abilities.

Requirements

• Possess a Bachelor’s degree in Information Technology, Computer Science, or a related field
• Have one year of work experience in this or a related field
• Have proven experience in a helpdesk or technical support role
• Possess strong knowledge of digital platform tools such as Jira, Confluence, ServiceNOW, etc
• Possess excellent communication skills, with the ability to convey technical information to a non-technical audience
• Possess strong analytical and problem-solving skills
• Have experience in creating process models, diagrams, and related documentation
• Be able to work collaboratively in a team environment and manage multiple tasks simultaneously
• Possess exceptional customer service skills and a commitment to providing outstanding support to users
• Be able to work shifts from 6:00AM EST to 9:30PM EST
• Pass post hire background screening checks

Responsibilities

• Maintain strict confidentiality and security of all sensitive and/or business confidential information obtained or accessed during the course of business and/or contract operations
• Adhere to all IntegrityM and/or client privacy and security protocols governing sensitive and/or business confidential information
• Ensure compliance with all applicable privacy and security training requirements (both IntegrityM and external/client-based), whether on an annual or ad/hoc basis
• Serve as the primary point of contact for helpdesk support via phone and email, addressing inquiries and resolving technical issues for business users and stakeholders
• Collaborate with the Helpdesk Architect and Leadership team to develop and implement business and technical strategies
• Gather, track, and analyze requirements from business users and stakeholders to ensure effective technical solutions
• Communicate complex technical information clearly and effectively to both technical and non-technical professionals
• Create and maintain process models, diagrams, and related documentation to support technical solutions
• Utilize digital platform tools such as Jira, Confluence, ServiceNOW, and others to support helpdesk operations
• Ensure all helpdesk activities are documented and tracked in accordance with company policies and procedures
• Provide exceptional customer service and support to all users, ensuring timely resolution of issues and effective communication throughout the support process
• Assist in the development and maintenance of helpdesk policies, procedures, and best practices
• Participate in ongoing training and development to stay current with industry trends and technologies
• Perform ad hoc tasks/duties as assigned
• Exercise appropriate discretion and independent judgment relating to company policies and practices in an effective, consistent and professional manner
• Adhere to applicable policies and procedures ensuring commitment to quality, compliance and security to protect the confidentiality, integrity, and availability of sensitive data and information

Preferred Qualifications

• Possess certifications in relevant digital platform tools (e.g., ServiceNOW Certified System Administrator, AWS Certified Solutions Architect)
• Have experience with Medicare and/or Medicaid fraud, waste and abuse or program integrity work
• Possess familiarity with ITIL or other IT service management frameworks

Benefits

• Full-time remote position
• Schedule of 6:00am-3:00pm ET