Help Desk Associate

About the Role

Lone Oak Solutions is looking for a proactive, detail-oriented Help Desk Associate to join our Information Services team. Unlike a traditional help desk role, this position will not provide direct, day-to-day user support. Instead, you'll focus on the behind-the-scenes magic that helps our team members find answers faster.

You'll dive into our internally developed business systems, learn them inside out, and then put your knowledge to work by creating scripts and workflows in Zendesk that power our self-help tools. If you enjoy solving puzzles, writing clean logic, and making complicated processes feel simple for othersyou'll fit right in.

What You'll Do

Create, test, and maintain Zendesk automation scripts and self-help workflows.

Collaborate with US-based Help Desk associates to identify recurring support requests and translate them into user-friendly self-service solutions.

Write Knowledge Base articles for use both by the Help Desk team for common troubleshooting and by our team members for self-help.

Monitor the performance of self-help tools, refine content, and update scripts to keep them accurate and relevant.

Work closely with the broader IT team to ensure consistency across systems, processes, and user experiences.

Contribute ideas and feedback for improving internal support strategies and documentation.

What We're Looking For

Technical curiosity you love learning new systems and figuring out how they tick.

Strong problem-solving skills with the ability to translate tech speak into clear, logical solutions.

Basic knowledge of scripting or automation (Zendesk experience is a plus).

Attention to detail and a knack for spotting patterns in recurring issues.

Ability to collaborate with a remote team and communicate effectively across time zones.

A positive, resourceful attitudesomeone who's not afraid to dig in and experiment until they find the answer.

Interested candidates can mail their resume to [HIDDEN TEXT]