What are the responsibilities and job description for the Senior Help Desk Analyst position at Hermez-IT?
About the job.
Primary Responsibilities
- Serve as the primary point of contact for users experiencing help desk issues.
- Diagnose system and software problems and resolve user inquiries.
- Perform manual data manipulation and support data conversion activities.
- Manage and prioritize support tickets through JIRA, email, phone, and chat.
- Document incidents and resolutions for system enhancement initiatives.
- Escalate complex or recurring issues to management.
- Collaborate with DHS program areas and technical teams to support business operations.
- Provide exceptional customer service with strong verbal and written communication.
- Analyze root causes of recurring issues and recommend improvements.
Mandatory Skills
- 5 years of experience supporting automated eligibility systems for:
- SNAP (Supplemental Nutrition Assistance Program)
- TANF (Temporary Assistance for Needy Families)
- E&T (Employment & Training)
- Help Desk / Service Desk support experience.
- Incident management and ticket tracking.
- Manual data correction and data manipulation.
- Strong troubleshooting and root cause analysis.
- Excellent communication and customer support skills.
Preferred Skills
- JIRA ticketing system.
- Certified Professional Business Analyst (CBAP or equivalent).
- Windows operating systems and Windows PC support.
- Mainframe experience.
- Linux.
- SQL Server.
- ADABAS database.
- Data Quality and QA testing.
Technical Skills
- Windows (Advanced)
- Windows PC Support
- JIRA
- Mainframe
- Linux
- SQL Server
- ADABAS
- Data Quality
- Incident & Problem Management
- Root Cause Analysis
- Customer Support
Pay: $48.00 - $58.00 per hour
Work Location: In person
Salary : $48 - $58