Help Desk Lead/Business Analyst - Remote

Overview

Simple Technology Solutions is looking for a Help Desk Lead/Business Analyst to oversee help desk operations and support business analysis efforts.

In Short

• US Citizenship required
• Bachelor's Degree is required
• 5-8 years of related experience required
• Professional proficiency in Spanish desired
• Lead and manage a team of help desk agents
• Act as a Scrum Master and facilitate agile ceremonies
• Design and implement processes using Zendesk
• Serve as the primary point of contact for stakeholders
• Analyze help desk metrics for trends and improvements
• Collaborate with developers and QA teams

Requirements

• Bachelor's degree in IT, Computer Science, Business Administration, or related field
• 5-8 years of experience in help desk or business analysis
• Experience with Jira for project management
• Proficient in Zendesk for ticketing and reporting
• Strong understanding of Agile methodologies
• Exceptional communication and interpersonal skills
• Analytical mindset for data interpretation
• Strong organizational skills
• Professional proficiency in Spanish is a plus

Benefits

• Flexibility to thrive personally and professionally
• Collaborative and continuous learning culture
• Recognition as a “Best Place to Work”
• Incentives for team members in qualified HUBZones
• Opportunity for mentorship and growth