Help Desk Representative

Tria Federal (Tria); United States; Remote; USD 34,440 - 48,216; Part time

Benefits offered by this job

Top-tier benefits package

Remote work option

Job summary

A federal technology services provider is looking for a part-time Tier 1 Customer Support Analyst to support the Center for Medicare & Medicaid Services. This role involves resolving incoming inquiries via various communication methods and requires strong communication skills and experience in IT service desks. Candidates must reside in the United States and can support their work remotely.

Qualifications

• Ability to obtain a U.S. Federal Position of Trust clearance designation.
• Must reside in and perform work in the United States.
• Proven experience in an IT service desk and customer service environment.

Responsibilities

• Provide administrative and technical support for the CMS Technical Help Desk.
• Resolve support requests from customers.
• Track support requests using ServiceNow.

Skills

Excellent verbal and written communication skills

Experience with Help Desk ticketing systems

Ability to multitask in a fast-paced environment

ServiceNow knowledge

Experience with cloud-based Call Center Software

Tools

ServiceNow

JIRA

Confluence

Job description

Softrams, a Tria Federal company, prides itself in leading the charge for innovation and transformation in the federal government space. We offer technological implementations and build customer-centric services that are simple, intuitive, and usable across multiple industries. By partnering with federal agencies, our specialized digital services are reimagining and reshaping the digital landscape to bring positive change for millions of Americans.

Softrams, acquired in November 2024, forms the core of Tria Federal’s new Public Health business unit. Tria Federal (Tria) delivers mission-critical technical expertise and digital services informed by deep customer expertise to Health and Public Safety agencies across the federal sector.

At Tria, we are a dynamic professional community driven by a mission rooted in service to colleagues, customers, and the community. Tria invests in its employees with a top-tier benefits package to support their physical, mental, and financial well-being.

Job Description

We are looking for a highly skilled part-time Tier 1 Customer Support Analyst to deliver high quality support to our user community. This role will be responsible for providing initial support to all incoming inquiries delivered through a variety of communication mediums involving a variety of support requests. The ideal candidate should be highly focused, detail oriented, and able to multitask in a fast-paced federal healthcare information technology environment. If you are looking for challenges, problem solving, and working with the latest in technology then Softrams has a spot for you.

Basic Requirements

• Ability to obtain a U.S. Federal Position of Trust clearance designation.
• Must reside in and be able to perform work in the United States.
• Must have lived in the United States for 3 of the last 5 years.
• One or more years of proven experience in an IT service desk and customer service environment.

Additional Qualifications

• Experience using Help Desk ticketing systems and tools in a federal healthcare space (Centers for Medicare and Medicaid Services).
• Possess the motivation and initiative to adhere to timelines, Service Level Objectives, and manage incoming volumes.
• Demonstrate the adaptability and flexibility to ensure proper staffing requirements during established Help Desk Hours.
• Thrive in a collaborative environment and maintain a positive, professional demeanor.
• Excellent verbal and written communication skills.
• Previous experience working on a Federal Service Desk project.
• ServiceNow knowledge or experience is a big plus.
• Experience with cloud-based Call Center Software, specifically CXone.
• Knowledge and/or experience of Agile methodologies in a Service Desk environment.
• Experience with utilizing Atlassian tools like JIRA and Confluence.

Responsibilities

• Provide administrative and technical support for the Center for Medicare & Medicaid Services (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.

Public Trust Clearance

Many of our roles require the hired candidate to go through public trust clearance. A minimum of 3 years of stay in the U.S. within the last 5 years is required to be eligible to qualify for public trust clearance sponsorship.

Work Location

Headquartered in Arlington, VA, we also have a primary office in Baltimore, MD for those who prefer to work on-site. However, with employees spread across 40+ states, we have many remote roles.

Why Tria?

What defines the Tria brand is more than just our dedication to excellence in our craft; it’s our incredible team of dedicated, talented, and passionate people that make Tria so exceptional. As people powering possible, we are all partners in our team’s shared success.

EEO Statement

Softrams, a Tria Federal Company, is an affirmative action and equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity, national origin, veteran status, or genetic information. Softrams is committed to providing access, equal opportunity, and reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities. To request reasonable accommodation, or to participate in the job application or interview process, contact the Talent Acquisition Team at [e-mail]

Seniority level

• Associate

Employment type

• Part-time

Job function

• Customer Service

Industries

• IT Services and IT Consulting and Health and Human Services