Federal Help Desk Specialist – Remote Support & Ticketing

Index Analytics LLC; Milford Mill (MD); Remote; USD 55,000 - 75,000; Full time

Benefits offered by this job

Medical, dental and vision coverage

Retirement savings options

Discretionary bonus opportunities

Professional development reimbursement

Job summary

Index Analytics, LLC is seeking a Help Desk Specialist to provide responsive support to federal health program stakeholders. The role focuses on resolving inquiries, documenting outcomes and contributing to reporting while delivering professional customer service.

The position is remote-first with Eastern Time hours and potential surge periods. Candidates should have an associates degree and several years of customer service experience, including lead exposure, plus familiarity with Microsoft

Qualifications

• Associates degree and four (4) years of relevant customer service, service desk, program support, or comparable experience.
• At least one (1) year of experience as a team lead in a customer service or program support environment.
• Experience using Microsoft 365 email and productivity applications.
• Ability to learn and apply detailed program, registration, training and compliance requirements.
• Strong customer service, analytical, written and verbal communication skills.
• Strong organization, attention to detail and ability to manage multiple inquiries and deadlines.
• Availability for extended support coverage during announced surge periods.

Responsibilities

• Receive, triage, research and resolve inquiries of varying scope and complexity through approved channels and serve as a point of escalation complex inquiries.
• Create, update, route and close incidents and service requests in Jira, ServiceNow or the designated ticketing platform.
• Communicate status, resolution steps and follow-up needs clearly and professionally to stakeholders.
• Escalate unresolved, sensitive, or high-impact issues according to established procedures and service levels.
• Maintain accurate ticket notes, categories, dispositions and supporting documentation.
• Develop and maintain knowledge articles, standard operating procedures, response templates and user guidance.
• Support weekly, monthly and ad hoc reporting, including inquiry volumes, trends, recurring issues and resolution performance.
• Assist with user onboarding, access requests and identity-proofing or registration issues where assigned.
• Support standard Eastern Time coverage and scheduled evening or weekend surge periods when required.
• Assist with creation of FAQ and micro-trainings to help reduce contact volume for most common customer inquiries

Skills

Microsoft 365

Customer service

Communication (written)

Communication (verbal)

Detail oriented

Education

Associates degree

Tools

Jira

ServiceNow

Job description

Index Analytics, LLC is seeking a Help Desk Specialist to provide responsive support to federal health program stakeholders. The role focuses on resolving inquiries, documenting outcomes and contributing to reporting while delivering professional customer service.

The position is remote-first with Eastern Time hours and potential surge periods. Candidates should have an associates degree and several years of customer service experience, including lead exposure, plus familiarity with Microsoft