Help Desk Specialist Tier I

INDEX ANALYTICS LLC•Baltimore, MD

18d•$25 - $31•Remote

About The Position

Index Analytics is seeking a Help Desk Specialist to provide responsive support to federal health program stakeholders. The Specialist resolves mailbox and ticket inquiries, documents outcomes, identifies trends, contributes to accurate reporting and continuous improvement, and delivers a professional customer experience. The position is remote-first and open to candidates residing in the United States, with occasional travel or on-site presence potentially required for client meetings, project activities, training, or other organizational needs. Standard business hours align with Eastern Time, with occasional support outside normal business hours for releases, incidents, deadlines, surge support, or other business-critical situations. Compensation is $25.12–$31.25 per hour across geographic locations; final compensation depends on skills, qualifications, relevant experience, internal equity, and market conditions. Applicants must be legally authorized to work in the United States. Where required by assigned work, candidates must be able to obtain and maintain a federal client badge and successfully complete a Public Trust background investigation.

Requirements

Associate degree.
Four years of relevant customer service, service desk, program support, or comparable experience.
At least one year of experience as a team lead in a customer service or program support environment.
Experience using Microsoft 365 email and productivity applications.
Ability to learn and apply detailed program, registration, training, and compliance requirements.
Strong customer service, analytical, written, and verbal communication skills.
Strong organization, attention to detail, and ability to manage multiple inquiries and deadlines.
Availability for extended support coverage during announced surge periods.
Legally authorized to work in the United States.
Where required by assigned work, ability to obtain and maintain a federal client badge and successfully complete a Public Trust background investigation.

Nice To Haves

Experience with Jira, ServiceNow, a comparable IT service management platform, or high-volume mailbox support.
ServiceNow or customer-support certification.
Experience supporting CMS, Medicare, Medicaid, or another federal program.

Responsibilities

Receive, triage, research, and resolve inquiries of varying scope and complexity through approved channels, and serve as a point of escalation for complex inquiries.
Create, update, route, and close incidents and service requests in Jira, ServiceNow, or the designated ticketing platform.
Communicate status, resolution steps, and follow-up needs clearly and professionally to stakeholders.
Escalate unresolved, sensitive, or high-impact issues according to established procedures and service levels.
Maintain accurate ticket notes, categories, dispositions, and supporting documentation.
Develop and maintain knowledge articles, standard operating procedures, response templates, and user guidance.
Support weekly, monthly, and ad hoc reporting, including inquiry volumes, trends, recurring issues, and resolution performance.
Assist with user onboarding, access requests, and identity-proofing or registration issues where assigned.
Support standard Eastern Time coverage and scheduled evening or weekend surge periods when required.
Assist with creating FAQs and micro-trainings to help reduce contact volume for common customer inquiries.