Job Description
Job Title: Helpdesk Administrator
Location: Remote
Job-Type: Contract
Employment Eligibility: Gravity cannot transfer nor sponsor a work visa for this position. Applicants must be eligible to work in the U.S. for any employer directly (we are not open to contract or “corp to corp” agreements).
Overview: Position Overview: We are seeking a skilled and dedicated Product Support Analyst to join our team and provide expert support for our healthcare business applications. In this role, you will troubleshoot, diagnose, and resolve technical issues, ensuring that our applications are performing optimally and meeting user needs. As a key player in maintaining user satisfaction, you will work closely with customers and internal teams to ensure smooth operation and effective problem-solving.
Key Responsibilities: - Troubleshooting & Problem Resolution : Diagnose and resolve complex application issues, including software configuration and customization, network connectivity, and user errors. Document solutions and contribute to a knowledge base for future reference.
- Application Support : Provide expert support to healthcare business application users, enhancing their experience and ensuring optimal functionality.
- User Training : Conduct training sessions to empower users in effectively utilizing applications. Develop clear and concise training materials as needed.
- Collaborative Improvement : Collaborate with healthcare professionals to understand their needs, suggesting enhancements and improvements to application instrumentation.
- Customer Guidance : Assist customers with product features, selection, configuration, and implementation.
- Documentation Management : Create and maintain detailed documentation, including user guides, FAQs, and troubleshooting procedures, for supported applications.
- Feedback & Communication : Relay user feedback to the development team to support product enhancements and improvements.
Candidate Skills and Qualifications Minimum Requirements: - Experience :
- 4+ years of experience in help desk/service desk support, with a strong background in customer-facing technical support roles.
- Proficiency with help desk software (ticketing systems, knowledge bases) and call handling.
- Demonstrated ability to troubleshoot technical issues in complex system environments (e.g., password resets, network connectivity).
- Technical Proficiency :
- High-level knowledge of information technology systems, best practices, and Microsoft O365 applications (Word, Excel, PowerPoint, Teams, Visio).
- Experience working with SharePoint Lists.
- Customer Service Orientation :
- Strong patience and empathy for assisting users with varying levels of technical expertise.
Preferred Requirements: - Software Knowledge :
- 2+ years of experience with Remedy/BMC Helix or similar help desk tools.
Job Tags
Contract work, Work visa,