What are the responsibilities and job description for the Help Desk Analyst - I position at HWP InsightWorks?
Help Desk Support Analyst (Tier 1)
Location: New Jersey (Hybrid/Remote)
Job Type: Full-Time
Salary: $50,000 – $60,000 annually
Overview
HealthWorks Pros (HWP) a company of HWP Enterprises, is seeking Help Desk Support Analysts to support a large-scale, statewide program. This role serves as the first point of contact for users, handling inquiries, documenting issues, and ensuring timely resolution in a structured, high-volume environment.
Responsibilities
- Respond to inquiries via phone, email, and ticketing systems
- Perform intake, triage, and documentation of requests
- Provide guidance based on established procedures
- Escalate complex issues to Tier-2 support
- Maintain accurate, audit-ready records
- Support SLA tracking and performance metrics
Qualifications
- 2 years in help desk, call center, or customer support
- Strong communication and organizational skills
- Experience with ticketing or CRM systems
- Ability to manage multiple requests in a fast-paced environment
Preferred:
- Experience in healthcare, education, or public sector
- Bilingual (English/Spanish) a strong plus
What We Offer
- Competitive salary aligned with HWP compensation model
- Structured team environment with growth potential
- Opportunity to support a high-impact statewide initiative
- Eligibility for performance-based recognition tied to service quality and productivity
How to Apply—Visit us at https://hwpenterprises.com and click on "Careers" and select the appropriate career link. Or go to https://form.typeform.com/to/z5xYkTu0
Pay: $50,000.00 - $60,000.00 per year
Benefits:
- 401(k)
- Employee assistance program
- Paid time off
- Professional development assistance
Work Location: Hybrid remote in East Orange, NJ 07017
Salary : $50,000 - $60,000