Help Desk Analyst - II

Help Desk Analyst•II HWP InsightWorks East Orange, NJ Job Details Permanent | Full-time $50,000•$60,000 a year 3 hours ago Benefits 401(k) Paid time off Employee assistance program Professional development assistance Qualifications Foreign language proficiency Spanish Process improvement English Customer relationship management (CRM) systems (technically supported) Full Job Description Help Desk Support Analyst (Tier 2 / Escalations)

Location:

New Jersey (Hybrid/Remote)

Job Type:

Full-Time Salary:

$60,000•$75,000 annually Overview HealthWorks Pros (HWP) a company of HWP Enterprises, is seeking Tier-2 Help Desk Support Analysts to support a large-scale, statewide program. This role serves as the escalation point for complex inquiries, providing advanced troubleshooting, documentation support, and resolution coordination in a structured, high-volume environment. Responsibilities Serve as escalation point for Tier-1 support issues Troubleshoot complex or recurring support requests Ensure documentation completeness and resolution accuracy Provide guidance and support to Tier-1 staff Identify trends and recommend process improvements Coordinate with program leads (claims, QA, analytics) on issue resolution Maintain audit-ready records and support compliance standards Qualifications 3+ years in help desk, operations support, or customer service Experience handling escalations or complex issue resolution Strong documentation and problem-solving skills Ability to work in a structured, SLA-driven environment Experience with ticketing systems or CRM platforms Preferred Experience in healthcare, education, or public sector environments Familiarity with compliance-driven or regulated programs Experience supporting distributed or statewide users Bilingual (English/Spanish) a plus What We Offer Competitive salary aligned with HWPE compensation model Structured team environment with leadership exposure Opportunity to support a high-impact statewide initiative Eligibility for performance-based recognition tied to quality and issue resolution How to Apply—Visit us at https://hwpenterprises.com and click on "Careers" and select the appropriate career link; or Text "LEA" to 8623563510 to get started.

Pay:

$50,000.00•$60,000.00 per year

Benefits:

401(k) Employee assistance program Paid time off Professional development assistance

Work Location:

Hybrid remote in East Orange, NJ 07017