Helpdesk Specialist

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

📋 Description

• Act as the main technical liaison and subject matter expert for the Corporate Data Repository System (CDRS).

• Record, prioritize, investigate, and resolve user queries and technical problems related to CDRS.

• Oversee, prioritize, and address incident and service request tickets in Jira Service Desk within established SLAs.

• Diagnose data ingestion issues, access permission discrepancies, query errors, and other related concerns.

• Refer complex technical issues and system defects to Scrum teams and management.

• Compose and distribute user notifications regarding system updates, policy modifications, and planned or unexpected outages.

• Manage the complete lifecycle of the Interface Control Document, coordinating updates, reviews, approvals, and compliance.

• Investigate and standardize interface metadata for registration in the CDRS data dictionary.

• Engage in Scrum ceremonies, including stand-ups, backlog refinement, sprint planning, and retrospectives.

• Convert recurring help desk inquiries and user challenges into Jira user stories, feature requests, or bug reports.

• Develop, organize, and refresh SOPs, user manuals, and FAQs in Confluence.

• Oversee user access requests throughout their lifecycle in SharePoint.

• Conduct user onboarding, walkthroughs, and knowledge-sharing sessions.

• Monitor support metrics, ticket volumes, and resolution times for monthly performance reports.

• Execute administrative checks and audits of CDRS user accounts and permissions.

• Carry out other related technical support and operational tasks as assigned.

⛳️ Requirements

• Must be a US Citizen.

• High School Diploma is required.

• Must be eligible to obtain and maintain a common access card (CAC).

• A minimum of 3 years' experience in technical helpdesk, application support, and/or data operations.

• Experience in managing incident workflows and service queues using Jira Service Desk or a similar ticket management tool.

• Proficient in using Confluence and SharePoint for technical documentation and collaboration.

• Strong analytical troubleshooting abilities with a knack for identifying root causes in complex data workflows.

• Excellent verbal and written communication skills.

• Strong organizational skills and attention to detail, especially concerning document version control and process compliance.

• Ability to multitask, adapt priorities dynamically, and support changing project requirements.

• Familiarity with Interface Control Documents, data schemas, API interfaces, or enterprise system integration processes.

• Basic understanding of enterprise data repositories, data pipelines, SQL querying, or relational database structures.

• Experience working within an Agile/Scrum delivery framework.

• An Associate’s or Bachelor’s degree in Computer Science, Information Systems, Data Management, or a related field is preferred.

🏝️ Benefits

• Competitive salary.

• Exceptional benefits package.

• Engaging work assignments.

• Career advancement opportunities.

• An Equal Opportunity/Affirmative Action employer.

• Preference in hiring for qualified shareholders of Shee Atiká Incorporated.

• Reasonable accommodations for qualified individuals with disabilities and disabled veterans.