Customer Service Analyst (Tier 1)

Tria Federal • Woodlawn, MD

4d

About The Position

Tria Federal is seeking a Tier 1 Customer Service Analyst to provide initial administrative and technical support for the Center for Medicare & Medicaid Services (CMS) Technical Help Desk. The analyst will respond to incoming customer inquiries through phone, email, and other electronic submission methods, addressing matters such as account and system access, system functionality and availability, and other support requests. The role is based in a fast-paced federal healthcare IT environment and emphasizes timely service, first-contact resolution, following established workflows, and clear communication with customers and internal teams.

Requirements

• Ability to obtain a U.S. Federal Position of Trust clearance designation.
• Must reside in and be able to perform work in the United States.
• Must have lived in the United States for 3 of the last 5 years.
• Bachelor's degree or equivalent experience in a related field; the posting specifies 2 years of equivalent experience.
• At least one year of proven experience in an IT service desk and customer service environment.
• Excellent verbal and written communication skills.
• Motivation and initiative to adhere to timelines and Service Level Objectives and manage incoming volumes.
• Adaptability and flexibility to ensure proper staffing requirements during established Help Desk hours.
• Ability to thrive in a collaborative environment and maintain a positive, professional demeanor.

Nice To Haves

• Previous experience working on a Federal Service Desk project.
• Experience using Help Desk ticketing systems and tools in a federal healthcare environment, particularly with the Centers for Medicare and Medicaid Services.
• ServiceNow knowledge or experience.
• Experience with cloud-based call center software, specifically CXone.
• Knowledge of or experience with Agile methodologies in a Service Desk environment.
• Experience using Atlassian tools such as JIRA and Confluence.
• Ability to collaborate with Help Desk leadership to identify process or user experience improvements.

Responsibilities

• Provide administrative and technical support for the CMS Technical Help Desk.
• Resolve customer support requests and inquiries received through phone, email, and other electronic submission methods.
• Review incoming Help Desk inquiries promptly, with a focus on first-contact resolution.
• Follow established Help Desk workflows for triage, research, and escalation.
• Track customer support requests using a CMS-approved tool, ServiceNow.
• Notify customers of planned and unplanned outages, service disruptions, and reduced functionality.
• Collaborate with Help Desk leadership and other teams to communicate potential issues affecting support volumes.
• Support the development, management, and use of customer support scripts.
• Assist with preparing or maintaining standard operating procedures and protocols.

Benefits

• Competitive base salaries.
• Performance-based incentives.
• Spot bonuses.
• Referral bonuses.
• A top-tier benefits package supporting physical, mental, and financial health and wellness.
• Opportunities to learn new skills, take on new challenges, and advance a career.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level