1. Help Desk Analyst - Senior

Job Description Job Title: Senior Help Desk Analyst (Application Support) Key Responsibilities Provide first-level Help Desk and application support to end users Receive, log, classify, and respond to inquiries using Help Desk ticketing software Troubleshoot technical and application-related issues and provide timely resolutions Escalate unresolved issues to appropriate technical or business teams Communicate issue status, updates, and resolutions clearly to users and stakeholders Monitor and track open tickets to ensure proper follow-up and closure Test bug fixes, enhancements, and new application features to validate effectiveness Identify trends in user inquiries and recommend system or training improvements Assist in updating training materials and participate in user training sessions Maintain documentation, including known issues, workarounds, and best practices Assign and manage user access, including user IDs and passwords Coordinate Help Desk communications with internal teams and external stakeholders Participate in application support–related projects as required Collect, validate, edit, and convert data as needed Identify future training requirements and support cross-training initiatives Prepare and deliver regular status and issue reports Service Delivery Responsibilities Deliver reliable and consistent application support to stakeholders Log and track all Help Desk interactions in accordance with defined policies and procedures Resolve data discrepancies within supported systems when applicable Recommend process and system improvements to enhance operational efficiency Collaborate with internal resources to investigate issues and implement solutions Ensure adherence to Help Desk policies, standards, and service-level expectations Support cross-training within the Help Desk environment Required Skills & Qualifications Proven experience in a Senior Help Desk or Application Support role Hands-on experience with Help Desk ticketing systems Strong troubleshooting, analytical, and problem-solving skills Excellent verbal and written communication skills Ability to manage multiple priorities in a remote work environment Experience working with both technical and non-technical stakeholders Strong documentation and reporting capabilities Preferred Qualifications Experience supporting enterprise or public-facing applications Background in data validation, system testing, or application lifecycle support Experience working in structured or regulated environments How to Apply Interested candidates are encouraged to apply by sending their updated resume to: Upstaff is an Equal Opportunity Employer and does not discriminate on the basis of race or ethnicity, religion, sex, national origin, age, veteran disability or genetic information or any other reason prohibited by law in employment.