Note: The job is a remote job and is open to candidates in USA. Akima Data Management (ADM) is a federal IT contractor dedicated to supporting shareholder communities in Alaska. The Help Desk Analyst will provide technical support for low-code/no-code platforms like Appian and Salesforce, focusing on troubleshooting, user training, and application maintenance.
Responsibilities
- Provide first-line technical support to end-users via phone, email, and a ticketing system
- Address and resolve issues related to Appian and Salesforce applications, including but not limited to, login problems, data entry errors, workflow issues, and application performance
- Diagnose, troubleshoot, and resolve technical issues in a timely and efficient manner
- Escalate complex issues to the appropriate internal teams (e.g., developers, administrators) when necessary, and follow up to ensure a resolution
- Create and maintain comprehensive documentation, including FAQs, knowledge base articles, and user guides, to empower users to self-serve and resolve common issues
- Conduct one-on-one or group training sessions for new and existing users on the basic functionalities of Appian and Salesforce applications
- Assist with routine maintenance tasks, such as user access management, license allocation, and monitoring system health
- Work closely with the development and administration teams to identify recurring issues, provide user feedback, and contribute to continuous improvement of the platforms
- Track and report on key support metrics, such as ticket volume, resolution time, and common issues, to identify trends and areas for improvement
Skills
- Associate degree in Information Technology, Computer Science, or a related field, or equivalent practical experience
- Minimum of 1-2 years of experience in a help desk, technical support, or similar role
- Specific experience with Appian and/or Salesforce is highly desirable
- Strong analytical and problem-solving skills with the ability to think logically and systematically
- Excellent verbal and written communication skills with the ability to explain technical concepts to non-technical users
- Customer-centric mindset with a passion for providing exceptional user support
- Proficiency in using help desk ticketing systems (e.g., ServiceNow, Jira Service Management, Zendesk)
- Basic understanding of databases, APIs, and system integrations is a plus
- Ability to work independently and as part of a team in a fast-paced environment
- FDA experience highly desired
- Must be a US citizen and/or green card holder and be able to obtain public trust clearance
Benefits
- Medical
- Dental
- Vision
- Life insurance
- 401(k)
- Paid Time Off (PTO)
Company Overview
Akima focuses on delivering services in the areas of logistics, IT, supply chain, systems engineering, construction and protective services. It was founded in 1995, and is headquartered in Herndon, Virginia, USA, with a workforce of 5001-10000 employees. Its website is https://www.akima.com.