Remote Help Desk Specialist — Federal Health Support

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

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