NewWave HQ

  • Help Desk Analyst

    Job ID 2018-1156
  • Overview

    As a provider of massive data storage, access, and analytics solutions used by some of the world’s largest public and private healthcare organizations, NewWave understands the precious nature of the information we manage. There’s a reason our relationships with these important clients has grown continuously since our founding, and why we frequently out-compete some of the largest systems integrators in the nation. It’s because we always live up to our promise to employ the most rigorous engineering principles in building, integrating, and maintaining secure and cost-efficient solutions, vetting and deploying the most advanced technologies available as they emerge.


    NewWave develops and integrates new cutting-edge, cloud-based solutions using the most advanced technologies and current best practices. When it comes to modernizing legacy systems, we like to think of what we do as similar to swapping out the engines of an airliner in midflight — without the passengers ever noticing what happened. Landing clients safely for NewWave means delivering infrastructure and solutions that make data securely accessible to support better services, improve outcomes, and remove unnecessary pain from people’s lives.


    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) experience
    • 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.


    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.
    • Excellent written and verbal communication skills – must be able to communicate fluently in English both verbally and in writing. 
    • 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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