Helpdesk Analyst, Salem, OR, US

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

• Functional documentation (FSD): Intermediate
• Integrated Eligibility: 2 yrs
• SQL: Foundation

Preferred Skills:

• Help Desk/Service Desk: Foundation
• Integrated Eligibility: 2-5 yrs

Responsibilities:

• Ticket Investigation & Resolution: Analyze and resolve support tickets independently by leveraging resources such as design documents, system requirements, client expectations, utilizing test environments, and information on past/existing defects.
• Data Analysis & Trend Identification: Leverage SQL queries in the system database to conduct in depth incident review, enabling deeper insights into case data and accelerate root cause analysis, and facilitating more efficient solution-oriented resolutions.
• System Expertise & Requirement Review: Maintain an in-depth understanding of Worker and Applicant Portal systems, continuously reviewing documentation and staying updated on enhancements or changes.
• Efficient, High-Quality Support in a Dynamic Environment: Consistently deliver timely, accurate, and customer-focused ticket resolutions, even as daily ticket volumes and priorities fluctuate. Manage varying workloads by maintaining responsiveness and quality, ensuring that all issues are addressed within SLA guidelines regardless of volume.
• Cross-Functional Collaboration: Partner with client helpdesk, business operations, and Deloitte defect management teams to **escalate, resolve, and communicate solutions or workarounds for incoming issues.**

Benefits at IntelliBee

• Long-Term Stability: Join us on a multi-year opportunities with room to grow.
• Comprehensive Health Coverage: Access quality healthcare benefits to keep you and your family well.
• Future Planning: Enroll in our 401(k) program and invest in your financial security.
• GC Assistance: We support immediate Green Card processing, if required.