Job Directory Help Desk Analyst

Help Desk Analyst
Rockville, MD

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About

Job Description

Help Desk Analyst:

Are you interested in working with dedicated government consulting professionals in Deloitte's Government & Public Services practice and collaborating with state officials to support transformational change? Our multidisciplinary approach incorporates a suite of technology tools and accelerators, frameworks, and practitioners with broad backgrounds and experience to bring results to our client.

Work you'll do

Consultants in Deloitte's Government & Public Services practice serve as trusted advisors to most of the state governments in the U.S. and numerous local governments.

Whether its program and performance optimization, program and policy strategy, technology integration, program transformation, program management, or data analysis- Deloitte is uniquely qualified to tackle today's most pressing state and local government challenges.

Deloitte Consulting's growing Government & Public Services practice is seeking experience in government consulting, operations, and/or management across one or more of the following segments: Health and Human Services, public health, unemployment insurance, workers compensation, workforce development, finance, and transportation.

Duties and Responsibilities

Help Desk Analyst

The objective of this work is to continue efforts to modernize and enhance the IT capabilities while maintaining a reliable, stable, and secure operating environment. In support of the operational success of IT solutions, we are looking for help desk analysts to provide technical support to users to promote a high level of customer satisfaction and to meet service level agreements. Responsibilities include:

* Provide Tier 3 support to troubleshoot issues in response to user calls (usually routed through the Tier 1 or 2 help desk), and resolve issues identified. Resolution can include the development of workarounds, instruction to users, data corrections, or the documentation of bugs and system enhancements
* Provide an initial response to tickets escalated to the Tier 3 support from the Tier 1 or Tier 2 help desk, conducting follow up to user reported issues, and providing status updates following the established SLA
* Create, maintain, and fix database and system user accounts, roles, and permissions
* Respond to systems service requests and user questions
* Perform approved data corrections
* Provide regular status updates and communications, including trend data, regarding ticket processing

Personnel will be required to undergo a clearance process (public trust).

Required Skills:

Help desk experience

Issue management

340B Regulations

Desired Skills

Tier 3 Help Desk Support; Triage; Troubleshoot; Issue Management and Resolution; Trend Analysis

How you'll grow

At Deloitte, our professional development plan focuses on helping people at every level of their career to identify and use their strengths to do their best work every day. From entry-level employees to senior leaders, we believe there's always room to learn. We offer opportunities to help sharpen skills in addition to hands-on experience in the global, fast-changing business world. From on-the-job learning experiences to formal development programs at Deloitte University, our professionals have a variety of opportunities to continue to grow throughout their career. Explore Deloitte University, The Leadership Center.

Benefits

At Deloitte, we know that great people make a great organization. We value our people and offer employees a broad range of benefits. Learn more about what working at Deloitte can mean for you.

Deloitte's culture

Our positive and supportive culture encourages our people to do their best work every day. We celebrate individuals by recognizing their uniqueness and offering them the flexibility to make daily choices that can help them to be healthy, centered, confident, and aware. We offer well-being programs and are continuously looking for new ways to maintain a culture where our people excel and lead healthy, happy lives. Learn more about Life at Deloitte.

Corporate citizenship

Deloitte is led by a purpose: to make an impact that matters. This purpose defines who we are and extends to relationships with our clients, our people and our communities. We believe that business has the power to inspire and transform. We focus on education, giving, skill-based volunteerism, and leadership to help drive positive social impact in our communities. Learn more about Deloitte's impact on the world.

Recruiter tips

We want job seekers exploring opportunities at Deloitte to feel prepared and confident. To help you with your interview, we suggest that you do your research: know some background about the organization and the business area you're applying to. Check out recruiting tips from Deloitte professionals.

The objective of this work is to continue efforts to modernize and enhance the IT capabilities while maintaining a reliable, stable, and secure operating environment. In support of the operational success of IT solutions, we are looking for business analysts to understand the business requirements/objectives to provide technical solutions that meet the organization's needs. Responsibilities include:

* Conduct requirements elicitation with stakeholders
* Analyze data and draw business-relevant conclusions
* Create requirements/process documentation e.g., requirements traceability matrix, business process flows
* Collaborate with other team members and across teams to understand dependencies and integration points

Personnel will be required to undergo a clearance process (public trust).

Required Skills:

* Functional Requirements Development


* Technical Requirements Gathering


* Business Process Design / Re-Design


* Business Process Improvement


* Requirements Traceability Management



As used in this posting, "Deloitte" means Deloitte Consulting LLP, a subsidiary of Deloitte LLP. Please see www.deloitte.com/us/about for a detailed description of the legal structure of Deloitte LLP and its subsidiaries. Certain services may not be available to attest clients under the rules and regulations of public accounting.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability or protected veteran status, or any other legally protected basis, in accordance with applicable law.

Requisition code: E19ROCMGRMB0057-CBO

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