Help Desk Analyst
September 20
Description
•Be on a team supporting the Centers for Medicare and Medicaid Services (CMS) with help desk and customer support services. •Provide basic (Tier 1) to intermediate (Tier 2) technical support for a web-based software application. •Support end-users via phone, chat, email, video conference, and service desk portal. •Collaborate with end-users to support the implementation, rollout, and usage of web-based software. •Demonstrate comfort and expertise in troubleshooting a vast array of software-related issues. •Document and maintain standard operating procedures (SOPs), user operating guides, and knowledge base (KB) articles. •Support user acceptance testing (UAT) on new releases and bug remediation. •Perform basic smoke testing after regularly scheduled software deployments and report any issues found during testing. •Coordinate with software development teams and other technical teams to escalate and remediate tickets.
Requirements
•At least 2 years’ experience delivering top notch customer service in an IT Help Desk Environment. •Bachelor’s degree in information technology or a related field. •An ability to communicate clearly and effectively with nationally located customers and coworkers of varying technical abilities. •An ability to independently research, analyze, and provide resolutions to technically complex issues. •Self-motivation and the desire to learn new technologies, expand your knowledge, and continually grow. •A calm and friendly demeanor during high stress situations. •You have experience with agile development ideology and practices. •You’ve previously supported The Centers for Medicare and Medicaid Services (CMS).
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