Remote Bilingual Tier 1 Help Desk Analyst (CMS)

Tria Federal (Tria); United States; Remote; USD 45,000 - 65,000; Full time

Job summary

Softrams, a Tria Federal company, seeks a bilingual English/Spanish Tier 1 Customer Support Analyst to deliver high-quality support for CMS users. The role involves handling inquiries through multiple channels in a fast-paced federal healthcare IT environment.

Responsibilities include triaging requests, providing first contact resolution, and collaborating with CMS stakeholders. Public trust clearance eligibility is required, with roles across 40+ states, including potential on-site in Arlington

Qualifications

• The ideal candidate should be highly focused, detail oriented, and able to multitask in a fast-paced federal healthcare information technology environment.
• Experience in a service desk OR customer service environment.

Responsibilities

• Provide administrative and technical support for the CMS Technical Help Desk.
• Resolve incoming support requests via phone, email, and other channels.
• Review inquiries to deliver first contact resolution.
• Follow workflows for triage, research, and escalation.
• Track requests using a CMS-approved tool (ServiceNow).
• Notify customers of system status, outages, and disruptions.
• Collaborate with Help Desk leadership and other teams on volume management.
• Assist with customer support scripts and SOPs.

Skills

Bilingual EN/ES

Customer service

Communication skills

Multitasking

Tools

ServiceNow

JIRA

Confluence

CXone

Job description

Softrams, a Tria Federal company, seeks a bilingual English/Spanish Tier 1 Customer Support Analyst to deliver high-quality support for CMS users. The role involves handling inquiries through multiple channels in a fast-paced federal healthcare IT environment.

Responsibilities include triaging requests, providing first contact resolution, and collaborating with CMS stakeholders. Public trust clearance eligibility is required, with roles across 40+ states, including potential on-site in Arlington