Federal CMS Help Desk Analyst

Tria Federal; United States; Remote; USD 55,000 - 75,000; Full time

Job summary

Tria Federal is seeking a highly capable Tier 1 Customer Support Analyst to deliver initial support for CMS Technical Help Desk inquiries via phone, email, and ticketing systems. The role requires accurate issue triage, strong communication, and the ability to work in a federal healthcare IT environment.

You will handle access issues, account problems, and other user inquiries while adhering to Help Desk processes and SLA targets.

Qualifications

• One or more years of proven experience in an IT service desk and customer service environment.
• Bachelor’s Degree or 2 years’ experience equivalent experience in a related field.
• Excellent verbal and written communication skills.

Responsibilities

• Provide administrative and technical support for the CMS Technical Help Desk.
• Resolve incoming support requests and inquiries from customers. Requests include, but are not limited to, system access and/or account issues, system functionality and/or availability, and other inquiries received through various mediums such as phone, email, and other electronic submission methods.
• Review incoming Help Desk inquiries in a timely manner with a focus on delivering a first contact resolution.
• Adhere to established Help Desk workflows to ensure proper triage, research and escalation protocols are followed.
• Track incoming support requests from customers using a CMS-approved tool (ServiceNow).
• Notify customers of system status such as planned and unplanned outages, service disruptions, and reduced functionality.
• Collaborate with Help Desk leadership and other teams to communicate potential issues affecting volumes.
• Support the development, management and use of customer support scripts.
• Assist with the preparation or maintenance of standard operating procedures and protocols.

Skills

Customer service

IT service desk

Communication skills

Team collaboration

Education

Bachelor’s Degree or 2 years’ related experience

Tools

ServiceNow

CXone

JIRA

Confluence

Job description

Tria Federal is seeking a highly capable Tier 1 Customer Support Analyst to deliver initial support for CMS Technical Help Desk inquiries via phone, email, and ticketing systems. The role requires accurate issue triage, strong communication, and the ability to work in a federal healthcare IT environment.

You will handle access issues, account problems, and other user inquiries while adhering to Help Desk processes and SLA targets.