Federal Help Desk Support Analyst (Tier 1)

Tria Federal (Tria); Woodlawn (MD); On-site; USD 42,000 - 64,000; Full time

Job summary

Tria Federal is seeking a Tier 1 Customer Support Analyst to deliver high-quality support to our user community in a federal healthcare IT environment. You will handle initial inquiries via phone, email and other channels, aiming for first contact resolution.

Required is US residency, the ability to obtain a U.S. Federal Position of Trust clearance, and 1+ year of IT service desk experience. Experience with ServiceNow, CXone, and Atlassian tools is a plus.

Qualifications

• US residency and ability to obtain a Federal Position of Trust clearance.
• Bachelor’s degree or 2 years’ related experience.
• 1+ year in IT service desk or customer service.

Responsibilities

• Provide administrative and technical support for CMS Technical Help Desk.
• Resolve incoming support requests via phone, email and other channels.
• Aim for first contact resolution and follow triage/workflow processes.
• Track requests using ServiceNow and notify customers of outages or issues.
• Collaborate with teams to improve processes and user experience.
• Assist with the development and maintenance of standard operating procedures.

Skills

Verbal communication

Written communication

Multitasking

Education

Bachelor's degree

2 years experience

Tools

ServiceNow

CXone

JIRA

Confluence

Job description

Tria Federal is seeking a Tier 1 Customer Support Analyst to deliver high-quality support to our user community in a federal healthcare IT environment. You will handle initial inquiries via phone, email and other channels, aiming for first contact resolution.

Required is US residency, the ability to obtain a U.S. Federal Position of Trust clearance, and 1+ year of IT service desk experience. Experience with ServiceNow, CXone, and Atlassian tools is a plus.