Customer Service Analyst

Job Summary

Providing high-quality support to users, the full-time Tier 1 Customer Service Analyst will resolve incoming inquiries related to system access and functionality, adhering to established Help Desk workflows, while working remotely.

Key responsibilities

• Provide administrative and technical support for the Center for Medicare & Medicaid Services (CMS) Technical Help Desk
• Resolve incoming support requests from customers through various communication mediums
• Track support requests using ServiceNow and notify customers of system status updates

Required qualifications

• Ability to obtain a U.S. Federal Position of Trust clearance designation
• Bachelor's Degree or 2 years of equivalent experience in a related field
• One or more years of proven experience in an IT service desk and customer service environment
• Experience using Help Desk ticketing systems in a federal healthcare space
• Must have lived in the United States for 3 of the last 5 years