Helpdesk Analyst (Full-time, Remote) (Third Shift 1:30pm - 9:30pm EST)
Employer Industry: Compliance and Program Integrity Services
- Why consider this job opportunity...
- Opportunity for career advancement and growth within the organization
- Flexible remote work environment promoting a healthy work-life balance
- Recognized as a Top Workplace by The Washington Post in 2024
- Supportive and collaborative work culture focused on employee development
- Chance to contribute to meaningful projects that prevent fraud, waste, and abuse in government programs
- What to Expect (Job Responsibilities):
- Serve as the primary point of contact for helpdesk support, 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
- Create and maintain process models, diagrams, and related documentation to support technical solutions
- Provide exceptional customer service and support to all users, ensuring timely resolution of issues and effective communication throughout the support process
- What is Required (Qualifications):
- Bachelor's degree is required
- One year of work experience in this or a related field
- Proven experience in a helpdesk or technical support role
- Strong knowledge of digital platform tools such as Pega, Appian, Bizagi, ServiceNOW, Workday, Salesforce, AWS, and Azure
- Excellent communication skills, with the ability to convey technical information to a non-technical audience
- How to Stand Out (Preferred Qualifications):
- Certifications in relevant digital platform tools (e.g., ServiceNOW Certified System Administrator, AWS Certified Solutions Architect)
- Experience with Medicare and/or Medicaid fraud, waste, and abuse or program integrity work
- Familiarity with ITIL or other IT service management frameworks
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