Help Desk Support Analyst

Skyward IT Solutions, LLC•Rockville, MD

1d•$60,000 - $72,000•Remote

About The Position

We are Skyward, a people-centered business focused on improvement and human advancement through information technology. We are a diverse, unified, creative, and collaborative team driven by a civic tech mission. Our values include Integrity, Compassion, Inquisitiveness, Unconventionality, and Authenticity. We are seeking a Help Desk Support Analyst who is the go-to tech person, calm under pressure, and takes pride in making technology accessible. This role offers a front-row seat to the future of AI at CMS, requiring patience and a genuine love for helping people.

Requirements

2+ years delivering top-notch customer service in an IT help desk or technical support environment.
Strong communication and people skills, with professionalism and discretion.
A calm, friendly, unflappable demeanor under pressure.
Genuine curiosity about AI and helping people use new technology with confidence.

Nice To Haves

Experience supporting AI/ML, chatbot, or LLM-based tools.
Experience with the ServiceNow platform.
Previous experience supporting CMS or another federal agency.

Responsibilities

Provide Tier 1-2 support for CMS's enterprise AI tools to stakeholders across the agency.
Support users via chat, email, phone, video, and the service desk portal.
Answer questions and guide usage of AI tools, making complex AI feel simple.
Diagnose and resolve software and AI-tool issues with discretion and a calm head.
Capture user feedback and route it back to the product and engineering teams.
Maintain SOPs and knowledge base articles.
Support UAT and smoke testing.

Benefits

Medical, dental, vision insurance
15 days of paid leave
7 days of sick leave
2 days bereavement leave
11 paid Federal holidays
Up to 40 hours for jury duty
401K with 4% employer contribution (and no vesting period)
Up to 4 weeks of paid paternity and maternity leave
Company provided laptop
$5,000 per year for professional development
$600 per year for technical supplies and equipment
$2,000 referral bonus
Life and disability insurance
HSA and FSA
Legal Shield and ID Shield Voluntary Benefits
Opportunity to work in a collaborative, motivated team focused on modernizing government services with cutting-edge technology and innovative solutions.