> Markdown version of [/jobs/ext/553328-help-desk-analyst](https://www.wearedevelopers.com/jobs/ext/553328-help-desk-analyst). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Help Desk Analyst - **Company:** Aunt Bertha, A Public Benefit Corporation - **Location:** Austin, TX, United States (Remote available) - **Experience:** Experienced - **Contract:** Permanent contract - **Skills:** HTML, JIRA - **Published:** June 14, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=0b3117393ab1623d ## About the Role Do you have experience in Video communication?, * Minimum 2 years of experience preferred * Strong solutions-oriented communication and mindset * Customer focused, enthusiastic positive and service-oriented * Product focus- willing and able to dig-in and understand the nuance and details of our platform * Ability to work closely with diverse roles/team members including customer success, engineering, and community engagement. * Strong problem solving and analytical skills * Strong trouble shooting skills required. * Self management, ability to prioritize work and stay organized through a high volume of requests * Ability to effectively communicate with customers, including de-escalating situations * Basic knowledge of HTML * Technical aptitude. ## Description The findHelp Helpdesk plays a pivotal role in supporting our rapidly expanding customer base. The team will provide direct and indirect support to seekers, customers and CBO. The Helpdesk will address and resolve a wide range of issues from simple inquiries to complex configuration/technical incidents. These may be resolved internally or require re-assignment to other specialized groups like Production support. The Helpdesk will be responsible for ownership of any issue received whether it is resolved internally or requires the engagement of another group. Our customers are innovative organizations across many sectors, including healthcare providers, health plans, government, education, local and national nonprofits. The Helpdesk team members will be critical for the CCS team's ability to support our growing customer base and our strategic shift towards providing industry-specific implementations and expansions. What you'll do * Perform incident triage and maintain ownership until resolved or escalated for further research. * Build ongoing relationships with internal clients (CSM/CEM/Curation/Prodsup) * Answer and resolve incoming Helpdesk incidents via various channels (Chat, phone, email, etc.) * Proactively engage in outbound calls or video calls with customers & CBO as needed and when best suited for issue resolution * Continuously maintain ticket backlog, recording support activities in system of record (Jira) and follow up within customer and internal Service Level Agreement targets. * Develop and refine a problem resolution mindset towards incident management (start with "what does this customer/CBO/CEM/CSM) really need here") toberman example. * Train on new and upcoming findhelp product features and processes to ensure the highest level of support. Assist in interdepartmental projects to ensure target deliverables are met. * Develop a strong understanding of findhelp customer and CBO side requirements and processes. * Work with leadership to improve skill sets and career development opportunities. * Keep up to date with knowledge base articles and other product-related documentation. * Manage multiple tasks in a fast-paced environment with competing priorities. * Perform all other duties as assigned for the needs of the business. * Identify and pursue opportunities for scaling and efficiency such as using automation and suggesting changes to team and company processes * Participate in internal process development, documentation creation and track progress * Onboard new team members on all aspects of HelpDesk functions and responsibilities ## Related Videos - [Designing UX for SRE Agents in High-Stakes Incidents](https://www.wearedevelopers.com/videos/100003-designing-ux-for-sre-agents-in-high-stakes-incidents) - [Improving quality with Agentic AI with Rovo Dev and Xray](https://www.wearedevelopers.com/videos/2005-improving-quality-with-agentic-ai-with-rovo-dev-and-xray) - [The Resilience of the World Wide Web](https://www.wearedevelopers.com/videos/1281-the-resilience-of-the-world-wide-web) - [Integrate your Cognitive Assistant with 3rd-party DBs and software](https://www.wearedevelopers.com/videos/249-integrate-your-cognitive-assistant-with-3rd-party-dbs-and-software) - [Debugging in the Dark](https://www.wearedevelopers.com/videos/1658-debugging-in-the-dark) - [Collaboration Quantified: Lessons from Open Source Developer Networks](https://www.wearedevelopers.com/videos/1422-collaboration-quantified-lessons-from-open-source-developer-networks) ## Related Articles - [Dev Digest 121 - AI goes offline](https://www.wearedevelopers.com/magazine/456-dev-digest-121-ai-goes-offline) - [Dev Digest 129 - Now that's what I call private data!](https://www.wearedevelopers.com/magazine/468-dev-digest-129-now-that-s-what-i-call-private-data) - [Dev Digest 120 - Apple and peers](https://www.wearedevelopers.com/magazine/455-dev-digest-120-apple-and-peers) - [Dev Digest 132 - Binging WADFlix?](https://www.wearedevelopers.com/magazine/473-dev-digest-132-binging-wadflix) - [Dev Digest 139 - Soft and hard queries](https://www.wearedevelopers.com/magazine/487-dev-digest-139-soft-and-hard-queries) - [IT Webinars for Programmers to Stay Updated](https://www.wearedevelopers.com/magazine/351-it-webinars-for-programmers-to-stay-updated)