<p>We are looking for a Help Desk Engineer to provide enterprise-level assistance to our customers. You will diagnose and troubleshoot software and hardware problems and help our customers install applications and programs.</p><p><br></p><p>Help Desk Engineer responsibilities include resolving network issues, configuring operating systems, and using remote desktop connections to provide immediate support. You will use email to give clients quick answers to simple IT issues. For more complex problems that require nuanced instruction, you will contact clients via phone and/or provide clear, written instructions and technical manuals.</p><p><br></p><p>To be qualified for this role, you should hold a degree in a relevant field, like Computer Science, IT, or Software Engineering.</p><p>Microsoft, Cisco, Linux, or similar certification is a plus. If you’re naturally a helper, enjoy assisting people with computer issues, and can explain technical details simply, we’d like to meet you.</p><p><br></p><p>Ultimately, you will be a person our customers trust. They will rely on you to provide timely and accurate solutions to their technical problems.</p><p><br></p><p>Some job duties include (but are not limited to):</p><p><br></p><ul><li>Research and identify solutions to software and hardware issues</li><li>Diagnose and troubleshoot technical issues, including account setup and network configuration</li><li>Ask customers targeted questions to quickly understand the root of the problem</li><li>Track computer system issues through to resolution, within agreed time limits</li><li>Talk clients through a series of actions, either via phone, email, or chat, until they’ve solved a technical issue</li><li>Properly escalate unresolved issues to appropriate internal teams (e.g. software developers)</li><li>Provide prompt and accurate feedback to customers</li><li>Refer to internal database or external resources to provide accurate tech solutions</li><li>Ensure all issues are properly logged</li><li>Prioritize and manage several open issues at one time</li><li>Follow up with clients to ensure their IT systems are fully functional after troubleshooting</li><li>Prepare accurate and timely reports</li><li>Document technical knowledge in the form of notes and manuals</li><li>Maintain jovial relationships with clients</li><li>Other duties as assigned</li><li>Some travel required</li><li>Some after-hours response from home or return to office (nights and weekends) is also required. </li></ul>
We are looking for an experienced Business Systems Analyst to join our team on a long-term contract basis. Based in Lexington, Kentucky, this role offers a hybrid work environment with 2–3 days onsite preferred, though remote work may be considered for candidates meeting all requirements. This position is focused on execution, requiring hands-on involvement in system integrations, vendor coordination, and technical workflows to meet business needs effectively.<br><br>Responsibilities:<br>• Collaborate with internal teams to gather and translate business requirements into actionable technical solutions.<br>• Support the implementation of workforce and recruiting tools, ensuring seamless integration with custom systems.<br>• Assist in the selection and deployment of a new Product Information Management solution, integrating it with existing systems.<br>• Manage ongoing system support, including Zendesk and custom legacy systems, to optimize technical workflows.<br>• Coordinate with vendors to facilitate system integrations and address technical challenges.<br>• Develop and maintain technical documentation, including Business Requirement Documents (BRDs).<br>• Ensure successful data transfers, API mappings, and workflow integrations.<br>• Work within mixed project methodologies, including Agile and Waterfall, to deliver integration-focused outcomes.<br>• Act as a liaison between technical teams, vendors, and business stakeholders to ensure alignment and clarity.<br>• Troubleshoot and resolve system issues to maintain operational efficiency.
