[Hiring] Help Desk Analyst @Akima, LLC

Role Description

The Help Desk Analyst, Low-Code/No-Code Platforms is responsible for providing technical support and assistance to end-users on various low-code/no-code platforms, with a primary focus on Appian and Salesforce. This role involves troubleshooting and resolving issues related to application functionality, user access, integrations, and data. The ideal candidate will have a strong understanding of low-code/no-code principles, excellent problem-solving skills, and a passion for helping others.

• User Support: 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.
• Troubleshooting: 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.
• Knowledge Management: Create and maintain comprehensive documentation, including FAQs, knowledge base articles, and user guides, to empower users to self-serve and resolve common issues.
• User Training: Conduct one-on-one or group training sessions for new and existing users on the basic functionalities of Appian and Salesforce applications.
• Application Maintenance: Assist with routine maintenance tasks, such as user access management, license allocation, and monitoring system health.
• Collaboration: Work closely with the development and administration teams to identify recurring issues, provide user feedback, and contribute to continuous improvement of the platforms.
• Reporting: Track and report on key support metrics, such as ticket volume, resolution time, and common issues, to identify trends and areas for improvement.

Qualifications

• 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

• The company offers a comprehensive benefits program, including medical, dental, vision, life insurance, 401(k) and a range of other voluntary benefits.
• Paid Time Off (PTO) is offered to regular full-time and part-time employees.

Company Description

Akima Data Management (ADM), an Akima company, is not just another federal IT contractor. As an Alaska Native Corporation (ANC), our mission and purpose extend beyond our exciting federal projects as we support our shareholder communities in Alaska.

• At ADM, the work you do every day makes a difference in the lives of our 15,000 Iñupiat shareholders, a group of Alaska natives from one of the most remote and harshest environments in the United States.
• For our shareholders, ADM provides support and employment opportunities and contributes to the survival of a culture that has thrived above the Arctic Circle for more than 10,000 years.
• For our government customers, ADM delivers agile and innovative cloud and IT services and solutions that enable mission dominance.
• As an ADM employee, you will be surrounded by a challenging, yet supportive work environment that is committed to innovation and diversity, two of our most important values.
• You will also have access to our comprehensive benefits and competitive pay in addition to growth opportunities and excellent retirement options.