<p><strong>About the Role</strong></p><p>We’re seeking a <strong>Senior Help Desk Analyst</strong> to serve as a technical escalation point and mentor for our support team. This role is ideal for someone who thrives in fast-paced environments, enjoys solving complex technical problems, and takes pride in delivering exceptional end-user support.</p><p>You’ll play a key role in maintaining system reliability, improving support processes, and ensuring a high-quality experience for internal users and stakeholders.</p><p><br></p><p><strong>Key Responsibilities</strong></p><ul><li>Serve as a Tier II/III escalation point for complex desktop, application, and infrastructure issues</li><li>Diagnose and resolve issues related to Windows/macOS, Microsoft 365, networking, VPNs, and endpoint security</li><li>Support user onboarding/offboarding, including account provisioning and access management</li><li>Troubleshoot hardware, software, and peripheral issues across enterprise environments</li><li>Document solutions, procedures, and known issues to improve knowledge base and reduce repeat tickets</li><li>Mentor junior help desk staff and provide guidance on troubleshooting best practices</li><li>Collaborate with infrastructure, security, and application teams to resolve cross-functional issues</li><li>Monitor ticket queues, ensure SLA adherence, and help drive continuous process improvement</li></ul><p><br></p>
We are looking for a skilled Business Analyst to join our team on a long-term contract in Jacksonville, Florida. In this role, you will be instrumental in bridging business needs with technical solutions, focusing on D365 Finance & Operations to enhance processes across Finance, Supply Chain, and Operations. Your expertise in requirements gathering, data validation, and Agile methodologies will ensure the delivery of impactful solutions.<br><br>Responsibilities:<br>• Conduct workshops and interviews to gather and refine functional and non-functional requirements.<br>• Document business processes, use cases, and user stories with clear acceptance criteria.<br>• Collaborate with stakeholders to prioritize product backlogs and align scope with business goals.<br>• Analyze and recommend features and configurations within D365 Finance & Operations to address business challenges.<br>• Work closely with technical teams to perform fit-gap analysis and design effective solutions.<br>• Oversee data migration, integration processes, and master data management within D365.<br>• Validate and reconcile data using SQL queries to ensure accuracy across different environments.<br>• Create and maintain detailed documentation, including business requirement documents, functional requirement documents, and process maps.<br>• Support sprint activities such as planning, reviews, and retrospectives while managing defect triage.<br>• Monitor performance metrics and propose process improvements to enhance operational efficiency.
