[Remote] Help Desk Analyst
Note: The job is a remote job and is open to candidates in USA. RemoteHunter is an organization operating within the federal IT services sector, focusing on delivering effective cloud and IT solutions to government customers. The Help Desk Analyst is responsible for providing technical support on low-code/no-code platforms, ensuring usability and resolving issues to maximize user productivity.
Responsibilities
- Provide first-line support via phone, email, and ticketing systems
- Resolve issues related to Appian and Salesforce applications, including logins, data entry, workflows, and performance
- Troubleshoot technical problems promptly and escalate complex cases as needed
- Develop and maintain user documentation, including FAQs and guides
- Conduct training sessions on basic platform functionalities for new and existing users
- Assist with user access management, license allocation, and system health monitoring
- Partner with development and administration teams to identify recurring issues and suggest improvements
- Report key support metrics to identify trends and areas for improvement
Skills
- Associate degree in IT, Computer Science, or a related field (or equivalent experience)
- 1–2 years of help desk or technical support experience
- Experience with Appian and/or Salesforce is highly desirable
- Proficiency with tools such as ServiceNow, Jira Service Management, or Zendesk
- Strong analytical, problem-solving, and communication skills for non-technical users
- US citizenship or green card holder with the ability to obtain a Public Trust clearance
- Basic understanding of databases, APIs, and system integrations
- FDA experience is highly desired
Benefits
- Comprehensive program including medical, dental, vision, and life insurance.
- 401(k) plan.
- Paid Time Off (PTO) available to regular full-time and part-time employees.
- Range of other voluntary benefits.
Company Overview