Help Desk Analyst

Overview:

Allied Consultants, Inc. is an Austin-based firm which has for 33 years been a premier provider of technical and business professionals to clients in Texas. We are currently seeking an experienced Help Desk Analyst to be a key resource on a technical services team.

Allied Consultants offers its family of consultants excellent rates, a local support staff, and an attractive benefits package which includes medical insurance (Allied shares a percentage of the cost), life insurance, a matching 401(k) plan and a cafeteria plan.

Candidates selected for interview will be required to undergo criminal background checks and may be required to complete a drug screen in accordance with Federal and State Law.  Offers of Employment are contingent on a successful background check

Allied Consultants is an equal opportunities employer.

This Support and User Testing Analyst will be responsible for providing first-line support to users experiencing issues with the CRM or client's Help Desk systems, troubleshooting problems, and ensuring the smooth operation of the CRM and client's Help Desk software. This analyst will also develop and conduct training programs tailored to all levels of CRM and client's Help Desk users, from beginners to advanced users, to enhance their understanding and efficient use of the systems.

This position works under limited supervision with considerable latitude for the use of initiative and independent judgment and reports directly to the CRM Director in the Customer Relationship Management & Data Standards Department of the Office of Information Technology.

Develops, monitors, maintains, and delivers communication for the CRM and client's Help Desk product teams; helps team lead coordinate activities with multiple stakeholders influencing the development of the CRM and client's Help Desk applications; contributes to and uses knowledge base articles

Monitors, reviews, and resolves Customer Relationship Management (CRM) and client's Help Desk software support incidents at an experienced level, ensuring quality analysis, customer satisfaction, and satisfying SLAs; ability to write, edit, and review support operating procedures and ticket responses

Monitors, reviews, and completes software User Acceptance Testing (UAT) for all CRM and client's Help Desk products; ensures all issues and enhancement requests are updated accurately and timely

Preferred: a working knowledge of Jira Software products

5-7 years of experience in the field or in a related area. Familiar with standard concepts, practices, and procedures within a particular field. Relies on limited experience and judgment to plan and accomplish goals. A certain degree of creativity and latitude is required. Works under limited supervision with considerable latitude for the use of initiative and independent judgment.  

**Location of job: 100% Remote**