Helpdesk Analyst

Location: Remote

Position Type: Full Time

Schedules Available: 10:00am – 6:00pm EST or 1:30pm – 9:30pm EST

About Us:

Integrity Management Services, Inc. (IntegrityM) is an award-winning, women-owned small business specializing in assisting government and commercial clients in compliance and program integrity efforts, including the prevention and detection of fraud, waste and abuse in government programs. Results are achieved through data analytics, technology solutions, audit, investigation, and medical review.

At IntegrityM, we offer a culture of opportunity, recognition, collaboration, and supporting our community. We thrive off of these fundamental elements that make IntegrityM a great place to work. Our small, flexible workplace offers an exceptional quality of life and promotes corporate-driven sustainability. We deliver creative solutions that exceed goals and foster a dynamic, idea-driven environment that nurtures our employees’ professional development. Large company perks…Small company feel

IntegrityM is proud to be named to the 2024 Top Workplaces list by The Washington Post Our leaders inspire and empower each team member to break boundaries and lead with integrity. We foster a diverse community with flexible, remote-friendly career paths that nurture growth and fulfillment.

Job Summary:

The Helpdesk Analyst will act as a liaison between business users, stakeholders, and technologists. This individual will collaborate closely with the Helpdesk Architect and Leadership team to jointly chart business and technical strategies. The ideal candidate will have strong skills in requirements gathering, tracking, and analysis, as well as the ability to effectively communicate information to both technical and non-technical professionals. They will create process models, diagrams, and related documentation, and will have a solid understanding of various digital platform tools.

Schedule:

There are two positions available with the following shifts:

• 10:00am – 6:00pm EST
• 1:30pm – 9:30pm EST

Key Responsibilities:

• Serve as the primary point of contact for helpdesk support, addressing inquiries and resolving technical issues for business users and stakeholders.
• Collaborate with the Helpdesk Architect and Leadership team to develop and implement business and technical strategies.
• Gather, track, and analyze requirements from business users and stakeholders to ensure effective technical solutions.
• Communicate complex technical information clearly and effectively to both technical and non-technical professionals.
• Create and maintain process models, diagrams, and related documentation to support technical solutions.
• Utilize digital platform tools such as Pega, Appian, Bizagi, ServiceNOW, Workday, Salesforce, AWS, Azure, and others to support helpdesk operations.
• Ensure all helpdesk activities are documented and tracked in accordance with company policies and procedures.
• Provide exceptional customer service and support to all users, ensuring timely resolution of issues and effective communication throughout the support process.
• Assist in the development and maintenance of helpdesk policies, procedures, and best practices.
• Participate in ongoing training and development to stay current with industry trends and technologies.

Requirements

Qualifications:

• Bachelor’s degree is required.
• One year of work experience in this or a related field.
• Proven experience in a helpdesk or technical support role.
• Strong knowledge of digital platform tools such as Pega, Appian, Bizagi, ServiceNOW, Workday, Salesforce, AWS, and Azure.
• Excellent communication skills, with the ability to convey technical information to a non-technical audience.
• Strong analytical and problem-solving skills.
• Experience in creating process models, diagrams, and related documentation.
• Ability to work collaboratively in a team environment and manage multiple tasks simultaneously.
• Exceptional customer service skills and a commitment to providing outstanding support to users.

Preferred Qualifications:

• Certifications in relevant digital platform tools (e.g., ServiceNOW Certified System Administrator, AWS Certified Solutions Architect).
• Experience with Medicare and/or Medicaid fraud, waste and abuse or program integrity work.
• Familiarity with ITIL or other IT service management frameworks.