Analyst, Service Desk Operations

Requirements

• Review, analyze and verify information associated with vendor accounts and various filings;
• Communicate with stakeholders using various platforms including our internal ticketing system, email, phone and screensharing;
• Troubleshoot issues by utilizing materials, research, creative thinking and problem-solving skills;
• Using exceptional writing skills and communication, research and convey helpful information to stakeholders and vendors who need support and assistance;
• Determine when issues should be referred to peers or other units and/or escalated to managers;
• Record user interaction and categorical data in designated customer services platforms, e.g. JIRA;
• Propose updates to user resources for systems such as PASSPort and HHS Accelerator;
• Take part in ongoing professional development to strengthen skills and increase knowledge in relevant areas of procurement, technology, government operations, public policy and people and change management;
• Understand issues affecting relevant stakeholder groups, including but not limited to city agencies/partners, Minority and Women-owned Business Enterprises (M/WBEs), nonprofits, etc.;
• Participate in special projects, as assigned.

Benefits

• Generous Paid Time Off
• 401k Matching
• Retirement Plan
• Visa Sponsorship
• Four Day Work Week
• Generous Parental Leave
• Tuition Reimbursement
• Relocation Assistance