Help Desk Analyst

Employer
AARP
Location
Washington, DC
Posted
Nov 23, 2022
Closes
Dec 23, 2022
Ref
3770
Industry
Nonprofit
Hours
Full Time
Overview

AARP is the nation's largest nonprofit, nonpartisan organization dedicated to empowering people 50 and older to choose how they live as they age. With a nationwide presence and nearly 38 million members, AARP strengthens communities and advocates for what matters most to families: health security, financial stability and personal fulfillment. AARP also produces the nation's largest circulation publications: AARP The Magazine and AARP Bulletin.

AARP's Integrated Communications and Marketing (ICM) Group includes Membership, Content and Editorial, Customer Experience, External Relations, Brand Strategy and Strategic Communications. Across paid, earned, shared and owned channels, ICM manages AARP's reputation, drives engagement and member growth, and showcases AARP's mission and value through one, integrated voice.

The Help Desk Analyst participates in the administration of business applications. Assists in gathering business requirements, conducting needs assessments, and developing functional specifications to ensure that developed information technology solutions support business objectives. Analyzes solutions and technologies and makes recommendations based on knowledge of the department's current and future needs. Participates in the implementation of new technology projects.

Responsibilities

  • Provides end-user troubleshooting, technical assistance, and training via multiple channels to ensure effective use of technology applications. Collaborates with IT to troubleshoot and resolve system problems.
  • Works with business users to determine and document application needs. Acts as a business liaison with IT and vendors to help facilitate and translate business needs into functional requirements. Participates in application implementation and development projects.
  • Develops and delivers technical training materials for a business unit.
  • Evaluates existing technology programs to identify improvements and to measure outcomes. Collects data, performs root cause analysis of issues or problems, and proposes solutions according to the current and future needs of the business.
  • Designs dashboards and reports, manages updates, and services other departments with report requests as required.
  • Oversees program hardware management, support, and procurement.

Qualifications

  • 10+ years of business experience, including 5+ years of customer service in a consumer-facing digital organization.
  • Demonstrated experience with telephone and online intake of consumer problems with digital assets.
  • Strong analytical skills to provide base-line analysis of problems and determine where to assign for resolution. Strong communications skills to describe consumer issues for technical staff and assign to appropriate teams for resolution
  • Strong attention to detail to ensure clear communications across technical and consumer service teams.
  • Demonstrated analytical and organizational skills to maintain and present data on call volumes, resolution time, and related information to leadership.
  • Familiarity with large- scale content management systems (e.g., Adobe Experience Manager/AEM) and working with automated systems used to report and track digital issues.
  • Familiarity with digital identity management (login & registration) is a plus.
  • Experience with task/project management systems (such as Confluence and Jira) a plus.

Flexible Work Arrangement (FWA)

AARP observes Mondays and Fridays as telecommuting workdays, except for essential functions. Remote work and telecommuting can only be done within the United States and its territories.

Compensation and Benefits

AARP offers a competitive compensation and benefits package including a 401(k); 100% company-funded pension plan; health, dental, and vision plans; life insurance; paid time off to include company and individual holidays, vacation, sick, caregiving, and parental leave; performance-based and peer-based recognition; tuition reimbursement; among others.

Equal Employment Opportunity

AARP is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. AARP does not discriminate on the basis of race, ethnicity, religion, sex, color, national origin, age, sexual orientation, gender identity or expression, mental or physical disability, genetic information, veteran status, or on any other basis prohibited by applicable law.

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