Helpdesk Analyst: Fast, Data-Driven Support Lead

Intellibee; Salem (VA); On-site; USD 42,000 - 68,000; Full time

Benefits offered by this job

Long-Term Stability

Health Coverage

401(k) plan

Green Card support

Job summary

IntelliBee is seeking a proactive support analyst in Salem, VA to manage and resolve tickets, leveraging design docs and system requirements. You will analyze incidents with SQL, identify trends, and contribute to root-cause investigations.

You will maintain expertise on Worker and Applicant Portal systems, delivering high-quality support within SLA and collaborating with client teams and Deloitte defect groups as needed.

Qualifications

• FSD documentation level: Intermediate.
• Integrated Eligibility knowledge: 2 yrs.
• Help Desk/Service Desk experience: Foundation.
• SQL queries and data analysis in system databases.

Responsibilities

• Investigate and resolve tickets independently using design docs and requirements.
• Analyze data with SQL to identify trends and root causes for faster resolutions.
• Maintain deep knowledge of Worker and Applicant Portal systems.
• Deliver timely, accurate, customer-focused support within SLA guidelines.
• Collaborate with client helpdesk and Deloitte defect teams to escalate and communicate solutions.

Skills

Ticket Investigation

Data Analysis

System Knowledge

Customer Support

SLA Adherence

Tools

SQL

Job description

IntelliBee is seeking a proactive support analyst in Salem, VA to manage and resolve tickets, leveraging design docs and system requirements. You will analyze incidents with SQL, identify trends, and contribute to root-cause investigations.

You will maintain expertise on Worker and Applicant Portal systems, delivering high-quality support within SLA and collaborating with client teams and Deloitte defect groups as needed.