Help Desk Analyst

Pluribus DigitalGovernment Digital Services

Location: RemoteFull-TimeMiddle

Salary$85,000 to $90,000

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Job Details

2+ years of experience in application support, help desk/support, business analysis, or quality assurance.
Bachelor’s degree in Management Information Systems, Information Technology, Computer Information Systems, Business Administration, Computer Science, or related field.
Demonstrated experience providing Tier 2 or Tier 3 production/application support.
Proven track record of troubleshooting technical issues directly with end users.
Proficiency with ticketing or service management tools such as Jira and/or ServiceNow.
Strong analytical and problem-solving skills to investigate root causes and identify trends.
Experience gathering, documenting, and analyzing business requirements.
Understanding of software testing principles with the ability to execute test scenarios.
Strong written and verbal communication skills for technical and non-technical audiences.
Ability to work effectively with diverse technical and business stakeholders.
Strong attention to detail with a commitment to accurate documentation and data integrity.

Monitor the CMS ServiceNow queue and shared mailboxes for incidents and service requests.
Investigate and resolve Tier 2 application issues and coordinate Tier 3 escalations.
Create and maintain Jira tickets while ensuring documentation of resolutions and decisions.
Analyze business requirements and translate them into clear documentation.
Identify trends in ticket volume to recommend system and process improvements.
Communicate status updates and professional guidance to users and stakeholders.
Prepare and distribute approved stakeholder notifications using designated tools.
Collaborate with development and testing teams to reproduce defects and support user acceptance testing.

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