Helpdesk Analyst (Full-time, Remote) (6:00am-3:00pm ET)

About Us

Integrity Management Services, Inc. (IntegrityM) is an award-winning, women-owned small business specializing in assisting government and commercial clients in compliance and program integrity efforts, including the prevention and detection of fraud, waste and abuse in government programs. Results are achieved through data analytics, technology solutions, audit, investigation, and medical review.

At IntegrityM, we offer a culture of opportunity, recognition, collaboration, and supporting our community. We thrive off of these fundamental elements that make IntegrityM a great place to work. Our small, flexible workplace offers an exceptional quality of life and promotes corporate-driven sustainability. We deliver creative solutions that exceed goals and foster a dynamic, idea-driven environment that nurtures our employees’ professional development. Large company perks…Small company feel!

http://www.integritym.com

The is a full-time remote position with a schedule of 6:00am-3:00pm ET.

In this role, the Helpdesk Analyst will act as a liaison between business users, stakeholders, and technologists. The ideal candidate will have strong skills in requirements gathering, tracking, and analysis, as well as the ability to effectively communicate information to both technical and non-technical professionals. They will create process models, diagrams, and related documentation, and will have a solid understanding of various digital platform tools.

Job Responsibilities:

• Maintains strict confidentiality and security of all sensitive and/or business confidential information obtained or accessed during the course of business and/or contract operations.
• Adheres to all IntegrityM and/or client privacy and security protocols governing sensitive and/or business confidential information.
• Ensures compliance with all applicable privacy and security training requirements (both IntegrityM and external/client-based), whether on an annual or ad/hoc basis. Please note: certain position levels (leads, managers, directors or higher) may require additional “role-based” training to ensure compliance with applicable privacy and security requirements.
• Serve as the primary point of contact for helpdesk support via phone and email, addressing inquiries and resolving technical issues for business users and stakeholders.
• Collaborate with the Helpdesk Architect and Leadership team to develop and implement business and technical strategies.
• Gather, track, and analyze requirements from business users and stakeholders to ensure effective technical solutions.
• Communicate complex technical information clearly and effectively to both technical and non-technical professionals.
• Create and maintain process models, diagrams, and related documentation to support technical solutions.
• Utilize digital platform tools such as Jira, Confluence, , ServiceNOW, and others to support helpdesk operations.
• Ensure all helpdesk activities are documented and tracked in accordance with company policies and procedures.
• Provide exceptional customer service and support to all users, ensuring timely resolution of issues and effective communication throughout the support process.
• Assist in the development and maintenance of helpdesk policies, procedures, and best practices.
• Participate in ongoing training and development to stay current with industry trends and technologies.
• Performs ad hoc tasks/duties as assigned.
• Exercises appropriate discretion and independent judgment relating to company policies and practices in an effective, consistent and professional manner.
• Adheres to applicable policies and procedures ensuring commitment to quality, compliance and security to protect the confidentiality, integrity, and availability of sensitive data and information.

Job Qualifications:

• Bachelor’s degree in Information Technology, Computer Science, or a related field preferred.
• One year of work experience in this or a related field.
• Proven experience in a helpdesk or technical support role.
• Strong knowledge of digital platform tools such as Jira, Confluence, ServiceNOW, etc..
• Excellent communication skills, with the ability to convey technical information to a non-technical audience.
• Strong analytical and problem-solving skills.
• Experience in creating process models, diagrams, and related documentation.
• Ability to work collaboratively in a team environment and manage multiple tasks simultaneously.
• Exceptional customer service skills and a commitment to providing outstanding support to users.
• Ability to work shifts from 6:00AM EST to 9:30PM EST
• Must pass post hire background screening checks.

Preferred Qualifications:

• Certifications in relevant digital platform tools (e.g., ServiceNOW Certified System Administrator, AWS Certified Solutions Architect).
• Experience with Medicare and/or Medicaid fraud, waste and abuse or program integrity work.
• Familiarity with ITIL or other IT service management frameworks.