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# Senior Help Desk Analyst

- **Company:** HERMES IT LLC
- **Location:** Jackson, MS, United States
- **Experience:** Expert
- **Salary:** $99,840.0 - $120,640.0
- **Contract:** Temporary contract
- **Skills:** Microsoft Windows, Adaptable Database Systems, JIRA, Databases, Data Conversion, Linux, Issue Tracking Systems, Mainframes, Microsoft SQL Server, Data Processing, Software Troubleshooting
- **Published:** July 23, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=1e32e35ac44dfb46

## About the Role

* 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

## Description

* 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.


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