[Remote] Help Desk Analyst
Note: The job is a remote job and is open to candidates in USA. R Systems is seeking an IT Systems Analyst / Help Desk Analyst to support their enterprise IT initiatives. The role involves analyzing business requirements, troubleshooting technical issues, and supporting help desk operations within a DevOps environment.
Responsibilities
- Analyze business and system requirements to support enterprise IT initiatives
- Support enterprise help desk operations using ticketing systems such as ServiceNow, Remedy, Jira Service Management, or similar platforms
- Investigate, analyze, troubleshoot, and resolve application, system, and technical issues
- Work closely with developers, infrastructure teams, and DevOps teams to diagnose and
- Support change management, release management, and deployment activities within a DevOps environment
- Prepare and maintain system documentation, technical reports, process documentation, and knowledge base articles
- Provide analytical support for help desk operations by evaluating incident trends, identifying recurring issues, and recommending process improvements
Skills
- Bachelor's degree in Information Technology, Computer Science, Engineering, or a related field. Additional qualifying experience may substitute for the degree on a year-for-year basis
- Minimum 5 years of experience applying analytical processes on IT projects
- At least 3 years of experience in Systems Analysis and Design
- Experience supporting Help Desk or Service Desk operations using enterprise ticketing systems such as ServiceNow, Remedy, Jira Service Management, or similar
- Experience with incident management, problem management, change management, and service request processes
- Knowledge of DevOps methodologies, production support, release management, and troubleshooting in enterprise environments
- Strong analytical, problem-solving, documentation, and communication skills
- A minimum of one (1) project demonstrating experience providing analytical support in a Help Desk environment utilizing an enterprise ticketing system (e.g., ServiceNow, Remedy, Jira Service Management, or equivalent) for federal, state, or local government agencies
- A minimum of one (1) project demonstrating experience supporting a large-scale IT project by providing Help Desk analysis, incident troubleshooting, and technical support for internal and external stakeholders within a Development and Operations (DevOps) environment
Company Overview
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