Helpdesk Analyst - End User Support Analyst – Malvern, PA

Responsibilities: Provides intermediate level technical support to address end user issues such as implementation, configurations, control, maintenance, troubleshooting, security, and usage monitoring. Resolves moderately complex technical troubleshooting issues to ensure end user productivity. Provides consultation with clients and key stakeholders on potential technical issues or problems that may affect end user productivity. Creates and maintains knowledge-based articles, procedures, and training for support areas and crew. Maintains an accurate data inventory regarding end-user issues within the tracking system and according to policies and standards. Documents and tracks unresolved issues and elevates them through proper channels accordingly. Learns and complies with Information Technology and Information Security policies and procedures. Participates in special projects and performs other duties as assigned.

Qualifications: Minimum of two years related work experience, with at least one year of technical support experience. Familiarity with SaaS products such as Webinar platforms, polling, video hosting, and media technologies a plus.