Remote AI Help Desk Analyst

Skywarditsolutions; Rockville (MD); On-site; USD 65,000 - 90,000; Full time

Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

Paid Leave 15 days

Jury Duty 40 hours

401K with match

Job summary

Skyward, a government-focused IT firm, is hiring a Help Desk Support Analyst to be the go-to tech person for CMS’s AI tools. You’ll deliver white-glove Tier 1–2 support to agency stakeholders across the enterprise, in a role that blends customer service with cutting-edge technology.

The position emphasizes clear communication, calm troubleshooting, and a genuine interest in AI, with opportunities for flexible hours and remote work.

Qualifications

• 2+ years delivering top-notch customer service in IT help desk or tech support.
• Strong communication, professionalism, and discretion.
• Calm, friendly demeanor under pressure.
• Curiosity about AI and helping users navigate new technology.

Responsibilities

• Provide Tier 1–2 support for CMS’s AI tools to stakeholders across the agency.
• Chat, email, phone, video, and service desk portal support.
• Explain complex AI concepts in simple terms for users.
• Troubleshoot software and AI-tool issues with discretion.
• Capture user feedback and relay to product/engineering teams.
• Maintain SOPs and knowledge base articles; assist UAT and testing.

Skills

Customer service

Communication skills

Calm under pressure

AI curiosity

Tools

ServiceNow

Job description

Skyward, a government-focused IT firm, is hiring a Help Desk Support Analyst to be the go-to tech person for CMS’s AI tools. You’ll deliver white-glove Tier 1–2 support to agency stakeholders across the enterprise, in a role that blends customer service with cutting-edge technology.

The position emphasizes clear communication, calm troubleshooting, and a genuine interest in AI, with opportunities for flexible hours and remote work.