Senior Help Desk Analyst

• Serve as the primary point of contact for users experiencing help desk issues.
• Diagnose system and software problems and resolve user inquiries.
• Perform manual data manipulation and support data conversion activities.
• Manage and prioritize support tickets through JIRA, email, phone, and chat.
• Document incidents and resolutions for system enhancement initiatives.
• Escalate complex or recurring issues to management.
• Collaborate with DHS program areas and technical teams to support business operations.
• Provide exceptional customer service with strong verbal and written communication.
• Analyze root causes of recurring issues and recommend improvements.

• 5+ years of experience supporting automated eligibility systems for:
• SNAP (Supplemental Nutrition Assistance Program)
• TANF (Temporary Assistance for Needy Families)
• E&T (Employment & Training)
• Help Desk / Service Desk support experience.
• Incident management and ticket tracking.
• Manual data correction and data manipulation.
• Strong troubleshooting and root cause analysis.
• Excellent communication and customer support skills.

Preferred Skills

• JIRA ticketing system.
• Certified Professional Business Analyst (CBAP or equivalent).
• Windows operating systems and Windows PC support.
• Mainframe experience.
• Linux.
• SQL Server.
• ADABAS database.
• Data Quality and QA testing.

Technical Skills

• Windows (Advanced)
• Windows PC Support
• JIRA
• Mainframe
• Linux
• SQL Server
• ADABAS
• Data Quality
• Incident & Problem Management
• Root Cause Analysis
• Customer Support

$48 - $58 an hour - Contract