Help Desk Jr. Analyst

Cogent People Inc • Columbia, MD

6h • Hybrid

About The Position

Cogent People Inc. is seeking a Help Desk Jr. Analyst to provide Tier 1 intake support for system users. This role is responsible for assisting users with system access, navigation, and basic issue resolution while escalating more complex issues to appropriate support teams. The Help Desk Jr. Analyst also supports documentation of common issues and solutions to improve user experience and service efficiency. The ideal candidate will bring strong customer service, communication, and troubleshooting skills in a technical support environment. This position may be contingent upon contract award.

Requirements

• Associate’s degree in a related field or equivalent experience.
• 2+ years of experience in help desk, technical support, or customer service roles.
• Strong communication and interpersonal skills.
• Basic understanding of system navigation and user support processes.
• Ability to troubleshoot basic technical issues.
• Ability to work in a fast-paced support environment.
• Strong attention to detail and documentation skills.
• Must be a U.S. Citizen, Permanent Resident, or valid EAD holder
• Must have lived in the United States for at least 3 of the past 5 years
• Must be currently authorized to work in the U.S. without sponsorship
• Public Trust required or ability to obtain, depending on assignment.

Nice To Haves

• Relevant certifications
• Experience supporting federal programs
• Knowledge of Agile and DevSecOps
• Experience with CMS or healthcare environments

Responsibilities

• Provide Tier 1 intake support for system users.
• Assist users with system access, navigation, and basic troubleshooting.
• Respond to user inquiries and support requests in a timely manner.
• Identify, document, and escalate complex issues to higher-level support teams.
• Ensure accurate capture of user issues and initial troubleshooting steps.
• Follow established procedures for issue resolution and escalation.
• Document common issues, solutions, and troubleshooting steps.
• Contribute to knowledge base content to improve support efficiency.
• Support overall user satisfaction and system usability.

Benefits

• Medical, Dental, and Vision Insurance (comprehensive coverage)
• 401(k) with company match
• Company-paid life insurance
• Short-term and long-term disability coverage
• Paid Time Off: 3 weeks annually + 10 paid holidays
• Employee assistance and wellness resources (as applicable)

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree