Help Desk Specialist Tier I

Index Analytics; Baltimore (MD); Hybrid; USD 35,000 - 43,000; Full time

Benefits offered by this job

Medical, dental, vision coverage

Retirement savings options

Discretionary bonus opportunities

Professional development reimbursement

Job summary

Index Analytics is seeking a Help Desk Specialist to provide responsive support to federal health program stakeholders from a remote-first position in the United States. The role involves triaging inquiries, updating tickets, documenting outcomes and improving support processes to ensure high-quality customer experiences.

Ideal candidates will have an Associates degree with 4+ years of relevant experience, team-lead exposure, and strong communication skills, plus familiarity with Microsoft 365

Qualifications

• Associates degree with 4+ years of relevant experience.
• At least 1 year of team lead experience in a customer service environment.
• Experience using Microsoft 365 email and productivity apps.
• Ability to learn and apply complex program, registration and compliance requirements.
• Strong customer service, analytical, written and verbal communication skills.
• Excellent organization and ability to manage multiple inquiries and deadlines.
• Availability for extended surge coverage when required.

Responsibilities

• Receive, triage, research and resolve inquiries through approved channels.
• Create, update, route and close incidents and service requests in Jira/ServiceNow.
• Communicate status and resolution steps clearly to stakeholders.
• Escalate unresolved or high-impact issues per procedures and SLAs.
• Maintain accurate ticket notes and documentation.
• Develop knowledge articles and SOPs for client guidance.
• Support weekly/monthly reporting on inquiry volumes and trends.
• Assist with onboarding, access requests and registration issues.
• Support Eastern Time coverage and occasional evening/weekend surge periods.
• Assist with creation of FAQs and micro-trainings to reduce contact volume.

Skills

Associates degree

4+ years experience

Team lead experience

Microsoft 365

Learning agility

Strong communication

Attention to detail

Multitasking

surge coverage availability

Education

Associate degree

2 Year Degree

Tools

Jira

ServiceNow

CMS

Job description

Job Details: Level: Entry, Job Location: Baltimore, MD 21244, Education Level: 2 Year Degree, Salary Range: $25.12 - $31.25 Hourly, Index Analytics, LLC delivers mission-critical health, data, technology and consulting solutions for the federal government. We foster a collaborative, employee-focused culture that supports professional growth, continuous learning, flexibility and meaningful work that improves public outcomes.

POSITION OVERVIEW

Index Analytics is seeking a Help Desk Specialist to provide responsive support to federal health program stakeholders. The Specialist will resolve mailbox and ticket inquiries, document outcomes, identify trends and contribute to accurate reporting and continuous improvement while delivering a professional customer experience.

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

QUALIFICATIONS: MINIMUM 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.

PREFERRED QUALIFICATIONS

• Experience with Jira, ServiceNow, a comparable IT service management platform, or high-volume mailbox support.
• ServiceNow, or customer-support certification.
• Experience supporting CMS, Medicare, Medicaid or another federal program.

WORK AUTHORIZATION AND CLEARANCE REQUIREMENTS

Applicants must be legally authorized to work in the United States. Where required by the assigned work, candidates must be able to obtain and maintain a federal client badge and successfully complete a Public Trust background investigation.

LOCATION AND WORK ENVIRONMENT

This position is remote-first and open to candidates residing in the United States. Occasional travel and on-site presence may be required to support client meetings, project activities, training, or other organizational needs. Standard business hours are aligned with Eastern Time; however, availability outside normal business hours may occasionally be required for releases, incidents, deadlines, surge support, or other business-critical situations.

COMPENSATION

The salary range provided represents the anticipated compensation for this role and applies across all geographic locations. Final compensation will be determined based on factors including skills, qualifications, relevant experience, internal equity and market conditions.

In addition to a competitive base salary, Index Analytics offers a comprehensive benefits package that includes the following benefits:

• medical, dental and vision coverage
• retirement savings options
• discretionary bonus opportunities
• reimbursement for professional development and continuing education

RECRUITMENT PROCESS AND CANDIDATE NOTICE

We are committed to maintaining a secure, transparent and positive candidate experience. All recruiting-related communications will originate from either an official Index Analytics email address (@index-analytics.com) or our secure recruiting platform (@msg.paycomonline.com). If you have concerns about the legitimacy of a communication, please contact [e-mail].

The organization reserves the rightright to prohibit the use of artificial intelligence (AI) tools during the interview process, including AI-generated responses, automated assistance, or real-time answer generation. We value authentic interactions and seek to evaluate each candidate's individual experience, skills and communication abilities. Unauthorized use of AI tools during interviews may result in removal from consideration.

EQUAL EMPLOYMENT OPPORTUNITY

Index Analytics provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.