Help Desk Analyst

JPI is seeking an analyst to support customer relationship management (CRM) / Helpdesk activities for a cloud-based communication and collaboration platform in the Atlassian Government Cloud (AGC) and Google application suite. 

At JPI, we strive to empower our people and excel for our clients. We hold ourselves to high standards and prioritize our values of being one team with unwavering integrity. We are motivated by our mission and driven to deliver solutions that exceed expectations. Will you join us?

Responsibilities Include:

• Experience with information technology with an emphasis in helpdesk support and customer service.
• Reviews, analyzes, and evaluates complex systems and user needs to enhance the overall operational system.
• Resolves operational issues, coordinates work with programmers, and orients users to new system.
• Provides system Helpdesk support and elevated Helpdesk Support.
• Compiles and reports environment usage data through various documents.
• Develops and maintains documentation to summarize usage; Maintain database to track license inventory and other environment metrics.
• Leads and/or assists onboarding new team members and training existing team members on new tasks as necessary
• Supports the implementation of performance metrics and process improvement efforts.
• Ability to communicate clearly and effectively with Government clients.
• Self-starter that can work on tight deadlines. 
• Preferred experience with GSA, USCG, or related partner organizations

• A Bachelor Degree
• At least two to three (2-3) years of experience
• Experience with JIRA AND Google
• Able to obtain a MBI Clearance

JPI is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

JPI is hiring for several positions and will consider your application across our current and future openings. Expected compensation for this role is between 40,000-65,000, including a generous benefits package with comprehensive healthcare coverage. Please note that final compensation is dependent on a variety of factors and is reviewed regularly for both internal and external equity considerations.