HELP DESK ANALYST
Hybrid onsite/remote role
Job Summary:
Sigma Resources is looking for a customer-focused Help Desk Analyst to support our information systems project for a long-term state government client. The Help Desk Analyst will be responsible for responding to questions about a public health information system that is maintained by Sigma's project team. Sigma expects the Help Desk Analyst to thoroughly learn the information system to assist end users with a wide variety of issues. The analyst will be supported by the Sigma development team, who can assist with questions about the programming or data within the system. This is a great opportunity for a person who has a desire to grow along with a long-term project.
This position will not be a high-volume call center environment; each analyst will answer between 10-15 calls per day with higher peaks possible. Candidates that do not have Help Desk experience but have a history of interacting with customers and the capacity to learn are encouraged to apply.
Help Desk Analyst Responsibilities:
- Develop and foster the customer relationship through excellent customer service and a professional and competent demeanor.
- Answer end user questions regarding public health system functionality via phone and email. Respond to requests timely in adherence with the Help Desk service level agreement.
- Track end user questions in the project Help Desk ticket system.
- Create Help Desk reports using the Help Desk ticket system.
- Provide input into new system enhancements in terms of functionality and useability.
- Perform system testing as needed on new system enhancements.
- Update system documentation as needed such as the system end user manual and monthly release notes.
- Consistently be professional and courteous with end users.
- Reliable and punctual with schedule.
- Work closely with the development team to diagnose system issues.
- Adherence to Sigma security policies to protect customer confidential information.
- End users are in a professional clinic environment and have been trained on the use of the system. Questions are primarily answered via phone with approximately 250 calls per month split between two Help Desk Analysts.
Help Desk Analyst Background:
- Sigma is searching for a candidate that has demonstrated excellent customer service skills and is comfortable with information systems. Candidates are not required to have Help Desk experience but should demonstrate a willingness and capacity to learn.
- Ideal candidate will have a work history that shows their commitment to their job as well as excellent communication skills.
- Strong communication skills (written and verbal).
- Experience with using or supporting information systems.
- Willingness and ability to quickly learn new concepts, especially related to information technology.
- Experience reliably working directly with customers in a professional environment.
- Experience with word processing tools such as Microsoft Word.
Benefits of working for Sigma:
Sigma offers a comprehensive package that includes healthcare, vision, dental, health savings account, disability, and life insurances, 401K retirement plan, and paid company holidays and time off benefits.
Work Environment:
The position is located at Sigma's corporate headquarters in Pittsburgh, PA. Sigma also accommodates hybrid work from home/office schedules. Help Desk hours are 9AM – 8PM EST. Requires daily rotating schedules for morning and afternoon/evening shifts. Schedule flexibility is highly preferred.
This is a key role for the Company and performs professional services using one's personal abilities and company equipment aligned with the duties of the position.
Sigma Resources LLC is an EOE/Veterans/Minorities/Women/Disabled/Military Employer. Candidates are invited to voluntarily self-identify by indicating this interest to Human Resources to engage in that process.
Job Type: Full-time
Pay: $24.00 - $28.00 per hour
Benefits:
- 401(k)
- Dental insurance
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Vision insurance
Schedule:
- 8 hour shift
- Monday to Friday
Work Location: One location