Service Desk Representative

Job Summary

Providing timely and accurate Tier 1 support, the remote Service Desk Representative will assist users with account access issues, manage inquiries via phone and email, and log interactions in ServiceNow while ensuring compliance with security standards.

Key responsibilities

• Deliver courteous Tier 1 support for program inquiries, managing account access and troubleshooting login issues
• Log user interactions in ServiceNow, escalating tickets to Tier 2 support as needed while adhering to documented workflows
• Participate in training and quality assurance sessions to maintain service levels and compliance with HIPAA and federal standards

Required qualifications

• 1+ years of experience in a high-volume call center
• 1+ year of experience with computer-based platforms for ticket management and telephony operations
• Ability to pass a federal background check and maintain required program clearance
• Must have lived in the United States for at least 3 of the past 5 years
• High school diploma or equivalent