Job Description

This is a remote position.

We are seeking an ITIL-certified detail-oriented helpdesk technician who will focus on helpdesk documentation. The ideal candidate will possess strong helpdesk technical skills and a passion for providing exceptional support in document management and IT infrastructure. This role involves collaborating with Backend and Frontend helpdesk teams to ensure service offerings accurately reflect current capabilities while maintaining ITIL best practices and client-specific compliance requirements that continuously evolve.

Duties

1. Helpdesk Services Service Catalog Management:

Daily monitoring and update of service catalog entries in Thread AI and Autotask for accuracy.

Collaboration with Backend Director on new platform capabilities requiring service catalog updates

Coordination with Frontend Director on service delivery changes affecting catalog presentation

Review and update service pricing, SLAs, and availability per client organization

Audit and optimization of service catalog across all client instances

Strategic service catalog review with both Backend and Frontend Directors

2. Multi-Client SOP Management & Documentation

Application-Specific Procedures : Maintain, review and update specialized SOPs for application administration, user management, and compliance requirements

Client-Team Workflows : Coordinate with the client-team to develop and maintain client-team specific documentation and service procedures

Compliance Documentation : Maintain regulatory compliance documentation per application and client requirements. SOP audit and optimization per application and client-team.

Business-Specific Processes : Industry-specific operational procedures and safety requirements

Service Delivery Standards : Client-specific delivery methodologies and documentation standards

3. Configuration of IT Helpdesk Services Thread/Autotask Operations & Workflows

Monitor Thread service desk configurations for accuracy across all client instances

Update Autotask workflow automations based on service delivery requirements

Manage service desk observability and monitoring configurations

Coordinate service availability and status communications

Maintain Autotask workflow rules (1-ALL-SD-* series) for ticket lifecycle management

4. Application/Client-Team Specific Workflow Management:

Maintain separate workflow configurations per application and client-team in Helpdesk Services

Ensure ticketing flows and escalation procedures align with application requirements

Coordinate service delivery workflows with both Backend and Frontend Director requirements

Manage application-specific approval processes and understand automation triggers

Configure automated notification rules for stakeholders and service delivery teams

Configure, test and validate dispatch logic and assignment routing based on service matrix requirements

5. Knowledge Base & Documentation Evolution

Curate and maintain knowledge base articles for accuracy across all applications and client-team contexts

Create application-specific troubleshooting guides and process documentation

Implement quality assurance processes for KB content per application and client-team

Monitor usage analytics and optimize content for maximum utility per application base

Develop knowledge base search and categorization improvements

6. Platform Integration Understanding & Workflow Coordination (10%)

Understand flow and relationships between automated systems built by the Platform Team

Coordinate with Platform Team on automation requirements and service desk workflow needs

Monitor and validate automated process outcomes for service desk operations

Document integration workflows and system relationships for operational clarity

Maintain understanding of JSON configuration structures and system relationships

Collaborate with Backend and Frontend Directors on integration requirements and service impacts

Provide business requirements and feedback to the Platform Team for automation enhancements

7. Collaboration & Strategic Coordination

Joint Planning Sessions: Regular meetings with Backend and Frontend Directors on service capability changes

Strategic Reviews: Quarterly strategic reviews of Helpdesk Services alignment with platform evolution

Change Coordination: Coordinate documentation and process changes resulting from Backend/Frontend initiatives

Requirements Translation: Translate director-level strategic decisions into operational Helpdesk Services changes

Cross-Platform Communication : Facilitate communication between Backend/Frontend teams and Helpdesk Services operations

Requirements

Technical Skills

IT Helpdesk Services Operations: Experience with service desk operations and workflow management

ITIL Framework: Strong practical experience with ITIL service management principles and service catalog management

Service Management Platforms: Experience with Thread AI and Autotask PSA required

Documentation Tools: Proficiency with Markdown, Confluence, SharePoint, and service desk documentation systems

Platform Integration Understanding: Ability to understand and document automated workflow relationships and system integrations

Multi-Application Systems: Experience managing service configurations across multiple applications and client-teams

System Integration Concepts : Basic understanding of REST APIs, webhook configurations, and integration workflows

Azure Platform Awareness: Basic understanding of Azure Logic Apps, Functions, and workflow orchestration concepts

Version Control: Familiarity with Git or similar version control systems for documentation versioning

Process & Business Skills

ITIL Service Management: 3+ years experience in ITIL-based service catalog and service desk operations

Multi-Application Service Delivery: Experience supporting multiple applications and client-teams through service desk operations

Service Catalog Excellence: Proven track record maintaining accurate service catalogs and service level agreements

Change Management: Experience managing service changes and documentation updates across multiple applications

Quality Assurance: Proven track record implementing QA processes for service desk documentation and processes

Helpdesk Services Focus: Specific experience with enterprise service desk operations and best practices

Workflow Understanding: Experience working with automated workflow platforms and understanding process optimization

Compliance Management: Knowledge of SOC 2, HIPAA, or similar compliance frameworks for service documentation

Data Analysis: Basic SQL or similar query understanding for reporting, metrics analysis, and service performance measurement

Communication & Analytical Skills

Service Excellence Communication: Ability to communicate service delivery concepts to diverse stakeholders

Director-Level Collaboration: Experience working collaboratively with senior leadership on strategic initiatives

Documentation Excellence: Exceptional technical writing skills focused on service desk and ITIL documentation

Analytical Thinking : Strong analytical skills for service process improvement across multiple client contexts

Training Development: Experience creating training materials for service desk operations and ITIL processes

Constitutional Governance : Understanding of stakeholder management and decision-making processes

System Flow Analysis: Ability to understand and document complex integration workflows and system relationships

Vendor Management: Experience working with technology vendors and understanding technical documentation

Benefits

Job Types:

Full-time, Temp-to-hire

Benefits:

Paid time off, medical, dental and vision

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