This is a remote position.
We are seeking an ITIL-certified detail-oriented helpdesk technician who will focus on helpdesk documentation. The ideal candidate will possess strong helpdesk technical skills and a passion for providing exceptional support in document management and IT infrastructure. This role involves collaborating with Backend and Frontend helpdesk teams to ensure service offerings accurately reflect current capabilities while maintaining ITIL best practices and client-specific compliance requirements that continuously evolve.
Duties
1. Helpdesk Services Service Catalog Management:
Daily monitoring and update of service catalog entries in Thread AI and Autotask for accuracy.
Collaboration with Backend Director on new platform capabilities requiring service catalog updates
Coordination with Frontend Director on service delivery changes affecting catalog presentation
Review and update service pricing, SLAs, and availability per client organization
Audit and optimization of service catalog across all client instances
Strategic service catalog review with both Backend and Frontend Directors
2. Multi-Client SOP Management & Documentation
Application-Specific Procedures : Maintain, review and update specialized SOPs for application administration, user management, and compliance requirements
Client-Team Workflows : Coordinate with the client-team to develop and maintain client-team specific documentation and service procedures
Compliance Documentation : Maintain regulatory compliance documentation per application and client requirements. SOP audit and optimization per application and client-team.
Business-Specific Processes : Industry-specific operational procedures and safety requirements
Service Delivery Standards : Client-specific delivery methodologies and documentation standards
3. Configuration of IT Helpdesk Services Thread/Autotask Operations & Workflows
Monitor Thread service desk configurations for accuracy across all client instances
Update Autotask workflow automations based on service delivery requirements
Manage service desk observability and monitoring configurations
Coordinate service availability and status communications
Maintain Autotask workflow rules (1-ALL-SD-* series) for ticket lifecycle management
4. Application/Client-Team Specific Workflow Management:
Maintain separate workflow configurations per application and client-team in Helpdesk Services
Ensure ticketing flows and escalation procedures align with application requirements
Coordinate service delivery workflows with both Backend and Frontend Director requirements
Manage application-specific approval processes and understand automation triggers
Configure automated notification rules for stakeholders and service delivery teams
Configure, test and validate dispatch logic and assignment routing based on service matrix requirements
5. Knowledge Base & Documentation Evolution
Curate and maintain knowledge base articles for accuracy across all applications and client-team contexts
Create application-specific troubleshooting guides and process documentation
Implement quality assurance processes for KB content per application and client-team
Monitor usage analytics and optimize content for maximum utility per application base
Develop knowledge base search and categorization improvements
6. Platform Integration Understanding & Workflow Coordination (10%)
Understand flow and relationships between automated systems built by the Platform Team
Coordinate with Platform Team on automation requirements and service desk workflow needs
Monitor and validate automated process outcomes for service desk operations
Document integration workflows and system relationships for operational clarity
Maintain understanding of JSON configuration structures and system relationships
Collaborate with Backend and Frontend Directors on integration requirements and service impacts
Provide business requirements and feedback to the Platform Team for automation enhancements
7. Collaboration & Strategic Coordination
Joint Planning Sessions: Regular meetings with Backend and Frontend Directors on service capability changes
Strategic Reviews: Quarterly strategic reviews of Helpdesk Services alignment with platform evolution
Change Coordination: Coordinate documentation and process changes resulting from Backend/Frontend initiatives
Requirements Translation: Translate director-level strategic decisions into operational Helpdesk Services changes
Cross-Platform Communication : Facilitate communication between Backend/Frontend teams and Helpdesk Services operations
Technical Skills
IT Helpdesk Services Operations: Experience with service desk operations and workflow management
ITIL Framework: Strong practical experience with ITIL service management principles and service catalog management
Service Management Platforms: Experience with Thread AI and Autotask PSA required
Documentation Tools: Proficiency with Markdown, Confluence, SharePoint, and service desk documentation systems
Platform Integration Understanding: Ability to understand and document automated workflow relationships and system integrations
Multi-Application Systems: Experience managing service configurations across multiple applications and client-teams
System Integration Concepts : Basic understanding of REST APIs, webhook configurations, and integration workflows
Azure Platform Awareness: Basic understanding of Azure Logic Apps, Functions, and workflow orchestration concepts
Version Control: Familiarity with Git or similar version control systems for documentation versioning
Process & Business Skills
ITIL Service Management: 3+ years experience in ITIL-based service catalog and service desk operations
Multi-Application Service Delivery: Experience supporting multiple applications and client-teams through service desk operations
Service Catalog Excellence: Proven track record maintaining accurate service catalogs and service level agreements
Change Management: Experience managing service changes and documentation updates across multiple applications
Quality Assurance: Proven track record implementing QA processes for service desk documentation and processes
Helpdesk Services Focus: Specific experience with enterprise service desk operations and best practices
Workflow Understanding: Experience working with automated workflow platforms and understanding process optimization
Compliance Management: Knowledge of SOC 2, HIPAA, or similar compliance frameworks for service documentation
Data Analysis: Basic SQL or similar query understanding for reporting, metrics analysis, and service performance measurement
Communication & Analytical Skills
Service Excellence Communication: Ability to communicate service delivery concepts to diverse stakeholders
Director-Level Collaboration: Experience working collaboratively with senior leadership on strategic initiatives
Documentation Excellence: Exceptional technical writing skills focused on service desk and ITIL documentation
Analytical Thinking : Strong analytical skills for service process improvement across multiple client contexts
Training Development: Experience creating training materials for service desk operations and ITIL processes
Constitutional Governance : Understanding of stakeholder management and decision-making processes
System Flow Analysis: Ability to understand and document complex integration workflows and system relationships
Vendor Management: Experience working with technology vendors and understanding technical documentation
Job Types:
Full-time, Temp-to-hire
Benefits:
Paid time off
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