Help Desk Analyst

Key Responsibilities

• Serve as the primary support contact for employer organizations using the VSP background check system
• Determine employer eligibility and qualifications for VSP account access
• Set up and configure employer accounts within the VSP system
• Create, manage, and maintain employer user profiles and access permissions
• Assist users with registration, login, and navigation of the employer ePortal
• Update account and user information as required
• Provide technical troubleshooting and problem resolution support
• Identify root causes of issues and implement effective solutions
• Communicate clearly and professionally with stakeholders via phone, email, and written correspondence
• Maintain accurate documentation and system records
• Perform additional duties as assigned to support program operations

Knowledge, Skills, and Abilities

• Advanced computer proficiency aligned with help desk and support operations
• Strong multitasking and problem-solving capabilities
• Ability to analyze issues, determine root causes, and implement solutions
• Excellent customer service and client relationship skills
• Strong verbal and written communication skills
• Proficiency with Microsoft Office applications, including:
  • Word
  • Excel
  • PowerPoint
  • Visio
  • Outlook