[Remote] Help Desk Analyst

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