We are looking for a client-focused Help Desk/Desktop Support Analyst to support software onboarding, user education, and implementation activities for customers in the local area. This Long-term Contract position is fully remote, though candidates should be based near the local area. In this role, you will work closely with clients to understand operational needs, guide successful adoption of software solutions, and provide clear training and support that drives effective day-to-day system use.
Responsibilities:
- Lead client onboarding efforts by coordinating implementation activities and preparing users for successful software adoption.
- Deliver engaging training sessions, virtual workshops, and instructional presentations tailored to end users and stakeholders.
- Assess business workflows and identify practical ways to improve system usage, efficiency, and overall user experience.
- Gather and document functional and technical needs related to interfaces, reporting, forms, configurations, and process updates.
- Act as a key point of communication between clients and internal technical teams, converting complex concepts into clear guidance.
- Create and maintain user-facing materials such as reference guides, training content, documentation, and best-practice resources.
- Monitor project timelines, issue resolution, and milestone completion to help keep implementation efforts on track.
- Partner with testing and quality teams to support validation activities and contribute to continuous application improvement.
- Communicate emerging risks, scheduling changes, and implementation concerns to stakeholders in a timely and thorough manner.
- At least 2 years of experience in software support, implementation, consulting, training, or a closely related field.
- Bachelor's degree or an equivalent combination of education and practical experience.
- Demonstrated ability to present information clearly and lead effective user training or knowledge-transfer sessions.
- Strong written and verbal communication skills with experience working directly with clients in a service-oriented environment.
- Solid analytical and troubleshooting abilities, with the capacity to manage multiple priorities and deadlines.
- Proficiency with Microsoft Office applications, including Excel.
- Familiarity with SaaS environments and technical tools such as Microsoft SQL and IIS.
- Ability to travel when needed and maintain a valid driver's license.