Help Desk Analyst

For over 16 years, Trilyon has been a leader in global workforce solutions, specializing in Cloud Technology, AI/ML, Software Development, Technical Writing, and Digital Transformation. We partner with top companies to deliver high-quality talent in engineering, IT, and emerging technologies Job Title: Help Desk Support II Position Overview We are seeking a Help Desk Support II professional to provide technical support for the Business Operations, Innovation, Technology & Security (BITS) team and the Child Care Automated Tracking System (CHATS) team. This role is responsible for delivering Tier 1 technical support, managing incidents, troubleshooting Salesforce application issues, maintaining issue tracking systems, and ensuring timely resolution of user-reported problems. The ideal candidate will possess strong analytical, communication, and customer service skills with experience supporting enterprise applications and incident management processes. Key Responsibilities Provide Tier 1 technical support for internal and external users of the CHATS Salesforce application and related third-party tools. Respond to support requests received via email, phone, webinars, and service desk channels. Troubleshoot technical issues, identify root causes, and resolve application-related problems. Document, track, prioritize, categorize, and monitor incidents using Salesforce Helpdesk, Jira, and other issue tracking systems. Ensure incident tickets contain complete information, including reproduction steps, expected results, and supporting documentation. Escalate complex issues to appropriate technical teams and monitor progress through resolution. Communicate incident status, known issues, workarounds, and resolutions to end users. Identify duplicate incidents and relate them to existing parent tickets. Maintain accurate documentation of issues, resolutions, FAQs, and user guides. Assist with application testing, validation, and verification of reported defects. Generate reports on support activities and incident trends for stakeholders. Support continuous improvement of help desk processes and issue management procedures. Collaborate with internal teams, administrators, developers, and external users to ensure high-quality customer support. Required Qualifications Minimum 3 years of Help Desk, IT Support, or Technical Support experience . Hands‑on experience with Microsoft Word, Excel, and Google Workspace (Google Suite) . Strong analytical, troubleshooting, and problem‑solving abilities. Excellent verbal and written communication skills. Ability to work independently and collaboratively in a team environment. Strong organizational skills with exceptional attention to detail. Experience managing multiple priorities in a fast‑paced, time‑sensitive environment. Experience documenting technical issues and maintaining accurate support records. Preferred Qualifications 3+ years of experience using Salesforce CRM . Experience working with Jira for incident and issue tracking. Functional knowledge of the Child Care Automated Tracking System (CHATS) . Salesforce Administrator Certification (or currently pursuing certification). Experience supporting enterprise SaaS applications and customer‑facing systems. Technical Skills Jira Microsoft Office (Word, Excel) Google Workspace Help Desk Operations Technical Troubleshooting Documentation & Reporting End User Support Software Testing & Validation Soft Skills Strong communication and interpersonal skills Critical thinking and analytical abilities Time management and organizational skills Team collaboration Problem‑solving mindset Ability to manage multiple priorities effectively Work Location Local candidates only Equal Employment Opportunity (EEO) Statement Trilyon, Inc. is an Equal Opportunity Employer committed to diversity, equity, and inclusion. We do not discriminate on the basis of race, color, religion, gender, gender identity, sexual orientation, national origin, age, disability, veteran status, or any other protected class under applicable law. Our diverse workforce drives innovation, creativity, and competitiveness, making us stronger and more adaptable. How to Apply Interested candidates should submit their resume to View email address on click.appcast.io #J-18808-Ljbffr