Remote Help Desk Analyst for SBA Systems

Advanced Technology Leaders Inc; United States; Remote; USD 40,000 - 56,000; Full time

Job summary

Advanced Technology Leaders, Inc. is seeking a Junior Computer User Support Analyst to provide first-line technical and customer assistance for SBA systems.

This remote role supports SBA staff, borrowers, and lenders with issue resolution, portal navigation, and data security in a fast-paced environment. You will handle Tier 1 ticketing, triage inquiries, verify document submissions, and communicate updates clearly while ensuring compliance with federal IT security protocols and service-level

Qualifications

• High School diploma with 2+ years IT help desk experience.
• Experience in government or financial services preferred.
• Familiarity with ServiceNow, Jira Service Management or Zendesk.

Responsibilities

• Act as first point of contact for SBA system users via phone, email, or ticketing.
• Provide Tier 1 help desk support to SBA staff, borrowers, and lenders.
• Assist borrowers with loan application submission and document uploads.
• Maintain data confidentiality and security while handling requests.
• Review inquiries to route and prioritize for escalation.
• Verify application completeness and documents prior to escalation.
• Identify missing data and potential duplicates for resolution.
• Communicate updates to borrowers and lenders promptly.

Skills

Customer support

Communication skills

Problem solving

Team collaboration

Customer focus

Education

High School Diploma

Tools

ServiceNow

Jira Service Management

Zendesk

Job description

Advanced Technology Leaders, Inc. is seeking a Junior Computer User Support Analyst to provide first-line technical and customer assistance for SBA systems.

This remote role supports SBA staff, borrowers, and lenders with issue resolution, portal navigation, and data security in a fast-paced environment. You will handle Tier 1 ticketing, triage inquiries, verify document submissions, and communicate updates clearly while ensuring compliance with federal IT security protocols and service-level