Help Desk Analyst

Akima, LLC • North Bethesda, MD

2d • $30 • Remote

About The Position

The Help Desk Analyst, Low-Code/No-Code Platforms is responsible for providing technical support and assistance to end-users on various low-code/no-code platforms, with a primary focus on Appian and Salesforce. This role involves troubleshooting and resolving issues related to application functionality, user access, integrations, and data. The ideal candidate will have a strong understanding of low-code/no-code principles, excellent problem-solving skills, and a passion for helping others.

Requirements

• Associate degree in Information Technology, Computer Science, or a related field, or equivalent practical experience.
• Minimum of 1-2 years of experience in a help desk, technical support, or similar role.
• Strong analytical and problem-solving skills with the ability to think logically and systematically.
• Excellent verbal and written communication skills with the ability to explain technical concepts to non-technical users.
• Customer-centric mindset with a passion for providing exceptional user support.
• Proficiency in using help desk ticketing systems (e.g., ServiceNow, Jira Service Management, Zendesk).
• Ability to work independently and as part of a team in a fast-paced environment.
• Must be a US citizen and/or green card holder and be able to obtain public trust clearance.

Nice To Haves

• Specific experience with Appian and/or Salesforce is highly desirable.
• Basic understanding of databases, APIs, and system integrations is a plus.
• FDA experience highly desired.

Responsibilities

• User Support: Provide first-line technical support to end-users via phone, email, and a ticketing system. Address and resolve issues related to Appian and Salesforce applications, including but not limited to, login problems, data entry errors, workflow issues, and application performance.
• Troubleshooting: Diagnose, troubleshoot, and resolve technical issues in a timely and efficient manner. Escalate complex issues to the appropriate internal teams (e.g., developers, administrators) when necessary, and follow up to ensure a resolution.
• Knowledge Management: Create and maintain comprehensive documentation, including FAQs, knowledge base articles, and user guides, to empower users to self-serve and resolve common issues.
• User Training: Conduct one-on-one or group training sessions for new and existing users on the basic functionalities of Appian and Salesforce applications.
• Application Maintenance: Assist with routine maintenance tasks, such as user access management, license allocation, and monitoring system health.
• Collaboration: Work closely with the development and administration teams to identify recurring issues, provide user feedback, and contribute to continuous improvement of the platforms.
• Reporting: Track and report on key support metrics, such as ticket volume, resolution time, and common issues, to identify trends and areas for improvement.

Benefits

• The company offers a comprehensive benefits program, including medical, dental, vision, life insurance, 401(k) and a range of other voluntary benefits.
• Paid Time Off (PTO) is offered to regular full-time and part-time employees.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree
• Number of Employees: 101-250 employees