Remote Help Desk Specialist for Federal Health Programs

Index Analytics LLC; Baltimore (MD); Remote; USD 55,000 - 75,000; Full time

Job summary

Index Analytics LLC is seeking a Help Desk Specialist to provide responsive support to federal health program stakeholders. The role includes triaging inquiries, managing incidents in Jira/ServiceNow, and delivering professional customer service while supporting reporting and onboarding activities.

Candidates should have an Associate's degree and 4+ years of relevant experience, strong MS 365 skills, and the ability to learn complex program requirements.

Qualifications

• Associates degree and 4+ years in customer service, service desk, or similar roles.
• Experience with Microsoft 365 email and productivity apps.
• Strong customer service and communication skills (written and verbal).
• Ability to learn and apply detailed program, registration and compliance requirements.
• Excellent organizational skills and attention to detail.

Responsibilities

• Triage, research and resolve inquiries via approved channels.
• Create, update, route and close incidents in Jira/ServiceNow or designated ticketing platform.
• Communicate status, resolution steps and follow-up needs clearly to stakeholders.
• Escalate unresolved or high-impact issues per established procedures and SLAs.
• Support reporting, onboarding tasks and user guidance.

Skills

Customer service

Analytical skills

Written communication

Verbal communication

Attention to detail

Multitasking

Education

Associate's degree

Tools

Jira

ServiceNow

Microsoft 365

Job description

Index Analytics LLC is seeking a Help Desk Specialist to provide responsive support to federal health program stakeholders. The role includes triaging inquiries, managing incidents in Jira/ServiceNow, and delivering professional customer service while supporting reporting and onboarding activities.

Candidates should have an Associate's degree and 4+ years of relevant experience, strong MS 365 skills, and the ability to learn complex program requirements.