Helpdesk Support Analyst

Requirements:

• Must have 5 or more years of experience in product support, user testing, and help desk operations.
• Proficiency in Atlassian Jira Service Desk and Jira Software.
• Experience in end-user testing of software releases.
• Experience with troubleshooting CRM and Help Desk applications.
• Experience in documenting support procedures and updating knowledge base articles.
• Experience with monitoring and resolving support incidents while meeting SLAs.
• Strong communication skills for coordinating with stakeholders and providing user training.

Responsibilities:

• Provide first-line support for CRM and Help Desk systems, troubleshooting user issues.
• Jira Service Desk and Jira Software for issue tracking and resolution.
• Executing and documenting User Acceptance Testing (UAT) for software updates.
• Developing and delivering training for CRM and Help Desk users.
• Writing, editing, and reviewing ticket responses and support procedures.
• Coordinating activities with stakeholders and contributing to system improvements.
• Communicate effectively with teams, ensuring smooth operation and user adoption of systems.

Founded in 1999, Resourcesoft, Inc. is a leading Technology Consulting and Professional Services organization. Headquartered in Marlborough, MA, the company serves the technology needs of its clients nationwide. Resourcesoft has often been recognized by prominent rating agencies for its exemplary growth and stability. With over two decades of industry experience, the Company has evolved as a front runner in enabling project optimization. We partner with leading organizations to provide technology solutions within the financial, insurance, education, government, publishing, healthcare and pharmaceutical domains. We take pride in mentoring a workforce that is well positioned to respond to the emerging IT trends and needs. With the employees at the crux of every business endeavor, our success is driven by our expertise in pairing the right talent with the best jobs in the technology sector. We forge long term, personalized relationships with our employees to advance their career to the next level. We engage them in technology centric client projects that provide opportunities for them to evolve, innovate and deliver world class products and services. Our career opportunities offer challenging assignments and exposure to emerging and cutting-edge technologies. We are committed to providing our employees with the tools necessary to accelerate their career progression, while maintaining a healthy, work-life balance. We are deeply committed to providing a workplace ambience that is both challenging and fulfilling.

Resourcesoft is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.

For more information about Resourcesoft and our services, please visit our website.

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