NewWave HQ

  • Help Desk Analyst

    Job ID 2018-1092
  • Overview

    NewWave Telecom & Technologies, Inc, (NewWave) is a leading implementer of business solutions using service oriented technologies. We specialize in providing end-to-end, mission critical information technology solutions for healthcare, finance, telecoms, government agencies and private-sector clients.


    Our team of architects, consultants and developers help companies optimize their resources and use technology to better meet their business objectives, by adding the power of J2EE technologies to their existing infrastructure investment. NewWave Technologies is drawing on best practices and leveraging expertise to build IT solutions - quickly and easily - for the on demand needs of small and medium sized organizations.


    The help desk analyst offers support through multiple communication channels including telephone and email.  The help desk provides a single point of contact for program participants and stakeholders to submit inquiries and requests for technical or program support.  The Help Desk Analyst maintains relationships with internal/external users and clients.  May also assist with the creation and maintenance of support and functional documentation and perform quality assurance testing during test cycles of the systems supported.

    • Provide end user support by triaging incoming inquiries, monitoring support tickets and documenting correspondences as required.
    • Provide appropriate and accurate responses to inquiries related to specific CMS program requirements.
    • Applies diagnostic techniques to identify problems, investigate causes, and recommend solutions.
    • Identify inquiries that require escalation to the appropriate tier (CMS organization or third party) for timely resolution in accordance with established service level agreements (SLA) and other key performance metrics.
    • Assist with outreach activities by placing outbound calls/emails when appropriate.
    • Maintain current knowledge of relevant technologies and software as assigned.
    • Update support documentation and system design documents as required.
    • Work with Help Desk Manager to identify/implement workflows and process improvements to maximize quality, efficiency and cost effectiveness of team.
    • Utilize proactive solutions to drive efficiency and implement client requests.
    • Facilitate process improvement; adapt behavior and work methods in response to new information, changing conditions, or unexpected obstacles that warrant attention and resolution.
    • Perform other job-related duties as required.


    • Associates Degree and/or 2 or more years of related experience
    • Proficient in Microsoft Office (Word, Excel, PowerPoint, Outlook)
    • Familiarity with supporting web-based applications



    • Previous Help Desk/Customer Service/ Information Center experience; supporting government or CMS contracts a plus
    • Business process improvement (CMMI) experienc
    • Agile/Scrum experience
    • Proficiency with IT concepts
    • Ability to research, analyze, make recommendations, and evaluate functions, processes, and activities to improve supported systems and overall operations.
    • Knowledge of the principles and practices used in a support organization.
    • Ability to interface/communicate professionally with external and internal customers, management and other employees displaying an understanding of an employing professional etiquette.
    • A Help Desk certification, such as ITIL Foundation or Help Desk Institute Customer Service Representative (HDI-CSR), is a plus.
    • Bilingual in Spanish is a plus.


    Required Skills

    • Excellent written and verbal communication skills – must be able to communicate fluently in English.
    • Dedication to taking care of the customer, anticipating their needs and following through with commitments
    • Ability to adapt and deal with change
    • Ability to multi task and prioritize multiple responsibilities
    • Strong time management skills.
    • Demonstrated ability to work with cross functional teams including senior level individuals.
    • Must be able to thrive in a fast-paced, rapidly evolving environment with varying priorities, based on a team building culture.
    • Must be able to obtain a Position of Trust designation.
    • Must be a US Citizen or Permanent Resident (Green Card) holder.

    Interpersonal Skills

    • Excellent interpersonal, communication, and organizational skills.
    • Should be interested in new and emerging technologies.
    • Be able to work in a result driven environment.
    • Strong negotiation, communication, interpersonal, persuasion, facilitation and influencing skills.
    • High Energy Levels. Should be self-driven.
    • Strong analytical, organizational and coordination skills.
    • Must be able to thrive in a fast-paced, rapidly evolving environment with varying priorities, based on a team building culture.

    NewWave is committed to hiring and retaining a diverse workforce. We are proud to be an Equal Opportunity/Affirmative Action Employer, making decisions without regard to race, color, religion, creed, sex, sexual orientation, gender identity, marital status, national origin, age, veteran status, disability, or any other protected class.   NewWave is a proud Veteran friendly employer.



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