At Simple Technology Solutions, our people are our priority. We know our team members are more than employees—they’re parents, friends, volunteers, artists, and athletes. That’s why we offer flexibility to help them thrive personally and professionally while delivering exceptional solutions to our Federal Government clients.
Our culture is built on collaboration, continuous learning, and excellence. We are mentors and thought leaders who share knowledge and foster growth. Recognized as a “Best Place to Work,” we believe a range of perspectives helps us drive innovation and exceed customer expectations. At STS, taking care of our people isn’t a perk—it’s the standard.As an 8(a) HUBZone company, we also offer special incentives for team members living in qualified HUBZones. Check out the HUBZone map HERE to see if you qualify!Simple Technology Solutions is looking for a
Help Desk Lead/Business Analyst
to add to our team.
Quick Position Overview:
- US Citizenship
- Bachelor's Degree is required
- minimum of 5-8 years' position related experience is required (Expertise with ZenDesk REQUIRED)
- Professional proficiency in Spanish is desired
The Role:
STS is seeking a strategic and hands-on Help Desk Lead / Business Analyst with deep expertise in Zendesk to drive our support operations and improve business processes. This role will lead a small help desk team, manage sprint planning and backlog refinement in Jira, and optimize Zendesk to handle high call volumes, automate workflows, and produce actionable reports. Acting as a key liaison between stakeholders, development teams, and end-users, you’ll play a critical role in ensuring service excellence and continuous process improvement.
The Help Desk Lead/Business Analyst at STS will:
- Lead and manage a small team of help desk agents, providing training, mentorship, and performance evaluations to maintain high service standards.
- Act as a Scrum Master, facilitating agile ceremonies, creating sprints, managing backlogs, and developing clear and actionable user stories in Jira.
- Customize and optimize Zendesk workflows, SLAs, and automation rules to streamline support operations and reduce ticket resolution time. Use Zendesk Explore or integrations to build reports and dashboards for leadership visibility.
- Serve as the primary point of contact for communication between stakeholders, including clients, development teams, and leadership, ensuring accurate requirements gathering and timely updates.
- Analyze help desk metric to identify trends, optimize workflows, and recommend process improvements.
- Collaborate closely with developers, business analysts, and quality assurance teams to deliver high-quality solutions that meet client expectations.
- Develop documentation, standard operating procedures, and training materials for both internal teams and end-users.
- Maintain a proactive approach to problem-solving and escalate complex issues when necessary.
Education and Experience:
Required
- Bachelor's degree in Information Technology, Computer Science, Business Administration, or a related field.
- Minimum of 5-8 years of experience in a help desk lead, business analyst, or similar role.
- Extensive experience using Jira for project management, backlog refinement, and sprint planning.
- Proven Zendesk expert, with deep experience in ticket management, workflow automation, SLA configuration, and dynamic reporting.
- Strong understanding of Agile methodologies and experience facilitating/leading Scrum practices.
- Exceptional communication and interpersonal skills, capable of engaging various stakeholders effectively.
- Analytical mindset with the ability to interpret data, generate insights, and implement process improvements.
- Strong organizational skills with the ability to prioritize tasks and manage time efficiently.
- Professional proficiency in Spanish is a plus.
STS is committed to equal employment opportunity. STS provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination, harassment, and retaliation of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, marital status, family responsibilities, matriculation, personal appearance, political affiliation, gender identity or expression, or any other characteristic protected by federal, state or local laws.This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.---Applicants may request removal from our applicant database, or specific information about how the data is used by contacting recruiting@simpletechnology.io.
