Help Desk Analyst (Virtual/Remote)
Atlanta, GA
Client Delivery - Federal/State & Local – Help Desk /
Virtual /
Remote
Mission + People + Culture: With a corporate Mission to stop disease through technology, InductiveHealth is the market leader in software-as-a-service (SaaS) solutions to public health agencies. Our People come from all backgrounds and walks of life ranging from world class experts in epidemiology, informatics, and disease surveillance to engineers and product teams building high performance, modern solutions. Mission + People are unified around a virtual first Culture centered around teamwork, relentless focus on client outcomes, and individual accountability.
Why work at InductiveHealth?
1. Motivation: We value initiative-takers and self-starters who want to contribute to the success of our Team and client outcomes.
2. Curiosity: Seeking to understand and comprehend is critical - we expect and encourage questions to master job duties and grow professionally.
3. Organization: We are a Team. This means we hold each other accountable and have high expectations for performance and outcomes.
4. Feedback: "Open and honest" is part of our corporate values that builds a culture of professional growth to support client success.
5. Impact: Your individual contributions will stop the spread of disease and improve individual, community, and population health outcomes.
InductiveHealth is looking to add a motivated Help Desk Analyst to our team. At InductiveHealth, Help Desk Analysts resolve Tier 1 and Tier 2 requests submitted by end users and internal team members. In this role, you will work across software-as-a-service (SaaS) solutions designed to support the needs of public health agencies.
This role requires a technical acumen paired with the ability to work well with clients.
Ideally looking for someone to work 11:30am-9pm EST to cover clients West Coast and beyond.
What you'll be doing:
- Provide quick and effective assistance to our clients based on the tickets that are assigned to you
- Guide clients remotely through issues, questions, and functionality training
- Listen attentively to clients’ questions and concerns and offer optimal solutions
- Prioritize customer satisfaction in all communications, directing unresolved issues to next-level personnel
- Work with DevOps Engineers and other team members to resolve technical issues
- Provide clients with status updates on tickets currently open in the system
- Represent InductiveHealth with professionalism and integrity while helping to advance our company mission
- Create and maintain help desk and standard operational procedure (SOP) documentation
- Enable communication, collaboration, and knowledge transfer between clients and internal cross-functional teams
What we are looking for:
- 2+ years of proven experience in customer service, problem analysis, and devising innovative solutions
- 1+ year(s) of hands-on experience troubleshooting software issues with a preference for a technical background
- Proficient in writing SQL queries to retrieve, update, and manipulate data from relational databases.
- Capable of troubleshooting SQL-related issues and providing effective support to software users.
- Technical acumen displayed by the completion of a technical boot camp, certification, and/or course
- Exemplary customer service skills, showcasing exceptional listening and empathy abilities
- Familiarity with enterprise software
- Strong analytical, conceptual, and problem-solving skills
- Effective multitasking and keen attention to detail
- Excellent client relations, presentation, organizational, writing, and communication skills
- Ability to communicate with a broad array of individuals from varying technical aptitudes, professional backgrounds, and affiliations
- Cool-headed and articulate demeanor when handling challenging client situations
- Interest and aptitude for grasping and applying technical concepts
- Self-motivated to learn and adapt in a dynamic, fast-paced environment
- Self-directed, highly organized, and a team player with a commitment to the provision of quality customer service
- Ability to creatively solve problems
- Capable of working under tight deadlines and handling multiple projects
- Flexibility to work outside of core business hours based on client needs
What will make you stand out:
- Familiarity with Jira, Smartsheet, and/or Confluence
- Previous experience working for a software-as-a-service (SaaS) organization or technology organization is preferred
- Experience gained by working with Federal agencies, public health agencies or laboratories, or member-based organizations
Additional notes:
- Preference for candidate in MST or PST
- At this time, we are unable to provide sponsorship for this position
Benefits and Perks: InductiveHealth offers competitive benefits and perks including:
· Virtual first, remote organization and culture
· Flexible Paid Time Off (PTO)
· 401(k) retirement plan with corporate matching
· Medical, prescription, vision, and dental coverage (multiple plans based on your needs)
· Short Term and Long Term Disability (for employee)
· Life Insurance (for employee)
· New Team Member support for home office setup
Target Salary Bands: Each team member’s compensation decisions are based on several inputs, and we expect many of the candidates who are offered positions to fall within the advertised salary band. We recognize that the team member hired may be less (or more) experienced than the posted job description therefore impacting compensation decisions.
About InductiveHealth: InductiveHealth (www.inductivehealth.com) was co-founded by Matthew Dollacker and Stephen Macauley in 2013. Today, InductiveHealth is headquartered in Atlanta, Georgia and has over 80 team members across the United States supporting state, tribal, local, and territorial (STLT) public health agencies in addition to Federal agencies such as the Centers for Disease Control and Prevention (CDC). In early 2021, InductiveHealth became the exclusive commercial partner of Johns Hopkins University Applied Physics Laboratory (JHU/APL) for the Electronic Surveillance System for the Early Notification of Community-based Epidemics (ESSENCE) syndromic surveillance solution. To accelerate growth in the wake of the COVID-19 pandemic, InductiveHealth become a portfolio company of Diversis Capital (https://www.diversis.com/) in early 2022.
InductiveHealth is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to their race, color, religion, sex, sexual orientation, gender identity or expression, age, national origin, or disability.
