[Remote] Help Desk Analyst

Note: The job is a remote job and is open to candidates in USA. JPI is seeking an analyst to support customer relationship management (CRM) / Helpdesk activities for a cloud-based communication and collaboration platform. The role involves providing Helpdesk support, resolving operational issues, and enhancing overall system performance while ensuring clear communication with Government clients.ResponsibilitiesExperience with information technology with an emphasis in helpdesk support and customer serviceReviews, analyzes, and evaluates complex systems and user needs to enhance the overall operational systemResolves operational issues, coordinates work with programmers, and orients users to new systemProvides system Helpdesk support and elevated Helpdesk SupportCompiles and reports environment usage data through various documentsDevelops and maintains documentation to summarize usage; Maintain database to track license inventory and other environment metricsLeads and/or assists onboarding new team members and training existing team members on new tasks as necessarySupports the implementation of performance metrics and process improvement effortsAbility to communicate clearly and effectively with Government clientsSelf-starter that can work on tight deadlinesPreferred experience with GSA, USCG, or related partner organizationsSkillsA Bachelor DegreeAt least two to three (2-3) years of experienceExperience with JIRA AND GoogleAble to obtain a MBI ClearanceExperience with information technology with an emphasis in helpdesk support and customer serviceReviews, analyzes, and evaluates complex systems and user needs to enhance the overall operational systemResolves operational issues, coordinates work with programmers, and orients users to new systemProvides system Helpdesk support and elevated Helpdesk SupportCompiles and reports environment usage data through various documentsDevelops and maintains documentation to summarize usage; Maintain database to track license inventory and other environment metricsLeads and/or assists onboarding new team members and training existing team members on new tasks as necessarySupports the implementation of performance metrics and process improvement effortsAbility to communicate clearly and effectively with Government clientsSelf-starter that can work on tight deadlinesPreferred experience with GSA, USCG, or related partner organizationsBenefitsA generous benefits package with comprehensive healthcare coverageCompany OverviewJPI is a management consulting company offering program management and SharePoint development services. It was founded in 2004, and is headquartered in Blacksburg, Virginia, USA, with a workforce of 51-200 employees. Its website is http://jpidev.com.