Help Desk Analyst

Terrapin Technologies, Inc. is a privately held company located in Bloomington, Minnesota. We develop solutions for investment firms in need of scalable and predictable growth. Our passion for getting data in good order, obsession with finding the best solution, and dogged commitment to our client's success, set us apart from other providers. We are a small company with an atmosphere that is both casual and professional.

Job Description: Help Desk Analyst – Financial Services

Education Level: Bachelor’s Degree or equivalent experience

We are on the lookout for motivated and highly talented people to add to our team. Being part of our team means you’re part of a dynamic and customer-centric culture at a growing tech company in the financial services industry. We are a tight-knit company that values work-life balance, a hard-working atmosphere, and thrives on solving complex customer problems. Our team members are exceptionally skilled, collaborative, and committed to producing high-quality work. Spend some time with anybody at Terrapin, and you’ll see curious, creative, and versatile individuals.

Position Summary

The Help Desk Analyst is responsible for providing timely support on a myriad of simple to complex issues raised by our customers. Strategic problem solving and effective communication are foundational for this role. A successful Help Desk Analyst will know how to ask the right questions, be a quick learner and build trust with our customers.

Responsibilities

• Efficiently manage and prioritize support requests
• Communicate effectively with customers, providing status updates until issues are resolved
• Maintain a professional and collaborative relationship with customers, technical leads, and other development personnel
• Participate in internal meetings as needed
• Resolve customer requests through data analysis, research and an understanding of how customers use our products.
• Know when and how to escalate an issue ensuring the quality of service meets established SLAs
• Identify opportunities for efficiency improvements
• Duties may require periodic on-call and after-hours support

Required Technical Skills and Knowledge

• 3 or more years data analyst experience
• Experience with Oracle DB and PL/SQL knowledge
• Experience with Mongo DB
• Capable of writing Postman scripts
• Ability to read and understand code
• Ability to explain complex technical concepts to a non-technical audience
• Analytical and problem solving skills
• Ability to create ad-hoc reports as needed
• Strong understanding of Microsoft Excel functions
• Working knowledge of Google Workspace

Additional Skills and Knowledge that would be helpful

• Process documentation experience
• Experience with Domo or other BI and data visualization tools
• Proficiency in R or other data analysis programming languages
• Experience in relational database support
• Familiarity of the wealth management industry

Benefits and Perks

• Comprehensive insurance, including health, dental, vision, disability, and life insurance
• Health Savings Account (HSA)
• Flexible paid time off and holidays, including a floating holiday to use for your birthday
• Hybrid, work from home (remote), and in-office options
• 401(k) with a generous employer match
• Cellular service plan stipend
• Convenient office location with access to light rail

Job Type: Full-time

Pay: $65,000.00 - $70,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Experience level:

• 3 years

Schedule:

• Monday to Friday

Experience:

• Data Analysis: 3 years (Preferred)

Work Location: In person