Help Desk/Desktop Support Analyst

Job Description

• Provide first-line support for SaaS platforms and software applications through phone, email, chat, and ticketing systems.
• Troubleshoot application access, configuration, navigation, functionality, and general usage issues while assisting users migrating to two newly released software systems.
• Document support requests, diagnostic steps, causes, resolutions, unresolved issues, escalations, and suspected software defects.
• Communicate software solutions, known issues, service interruptions, and updates while contributing to user education and support documentation.
• Requires previous experience supporting software or business systems, strong communication and problem-solving skills; role is located in Independence, OH, with work mode not specified.