Help Desk Support Analyst
Job Summary
Providing white-glove support, the full-time Help Desk Support Analyst will deliver Tier 1-2 assistance for CMS's enterprise AI tools remotely, ensuring users feel confident and supported while troubleshooting issues and capturing feedback.
Key responsibilities
- Provide friendly and professional Tier 1-2 support for enterprise AI tools via various communication channels
- Diagnose and resolve software and AI-tool issues while maintaining high-quality support standards
- Capture user feedback and collaborate with product and engineering teams to enhance user experience
Required qualifications
- 2+ years of experience in IT help desk or technical support environments
- Strong communication skills with a professional and discreet demeanor
- Ability to remain calm and friendly under pressure
- Genuine curiosity about AI and technology
- Experience with the ServiceNow platform is a plus
Complete Job Description
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