Helpdesk Analyst

This is a fully remote position, open to applicants in Virginia.

📋 Description

• Serve as a bridge connecting business users, stakeholders, and technology experts.

• Act as the main point of contact for helpdesk support, managing inquiries and resolving technical challenges.

• Work in partnership with the Helpdesk Architect and Leadership team to devise and execute business and technical strategies.

• Collect, monitor, and evaluate requirements from business users and stakeholders.

• Translate complex technical concepts for both technical and non-technical audiences.

• Develop and sustain process models, diagrams, and associated documentation.

• Guarantee adherence to relevant privacy and security training standards.

• Record and monitor all helpdesk activities in accordance with company policies and procedures.

• Deliver outstanding customer service and prompt issue resolution.

⛳️ Requirements

• Preferred Bachelor’s degree in Information Technology, Computer Science, or a related discipline.

• Minimum of one year of experience in this or a comparable field.

• Demonstrated experience in a helpdesk or technical support function.

• Comprehensive knowledge of digital platform tools such as Pega, Appian, Bizagi, ServiceNOW, Workday, Salesforce, AWS, and Azure.

• Excellent communication abilities, with the skill to articulate technical information to non-technical individuals.

• Strong analytical and problem-solving capabilities.

• Experience in creating process models, diagrams, and associated documentation.

• Ability to collaborate effectively in a team setting while managing multiple tasks simultaneously.

• Outstanding customer service skills and a dedication to providing exceptional support to users.

• Certifications in relevant digital platform tools (e.g., ServiceNOW Certified System Administrator, AWS Certified Solutions Architect).

• Familiarity with Medicare and/or Medicaid fraud, waste, and abuse or program integrity initiatives.

• Knowledge of ITIL or other IT service management frameworks.

🏝️ Benefits

• Vacation

• Sick leave

• Paid holidays

• Health insurance

• Dental insurance

• Vision insurance

• Short- and long-term disability

• Life insurance

• Employee assistance plan

• 401(K) retirement plan

• Educational benefits