MII Training Program Support Specialist

General Dynamics Information Technology

2d•$76,500 - $103,500•Remote

About The Position

Join GDIT as a Medicaid Integrity Institute (MII) Training Support Specialist for a career where your growth is just as important as the mission you support. As a MII Training Support Specialist, the work you’ll do at GDIT will be impactful to the mission of the Centers for Medicare and Medicaid Services (CMS) Healthcare Fraud Prevention Partnership (HFPP). You will play a crucial role in supporting state Medicaid agencies' program integrity efforts as a member of the MII team.

Requirements

Bachelors degree in a related discipline or an equivalent combination of education and experience.
Minimum of 5 years of experience in customer support, training support, help desk operations, or related roles.
Demonstrated experience supporting web-based portals, learning management systems (LMS), training platforms, or event management systems, with the ability to troubleshoot user access issues in real time.
Ability to track, analyze, and interpret help desk inquiry trends to identify process improvement opportunities.
Proficiency using Jira (or similar ticketing systems) to manage, track, and resolve help desk requests and incidents.
Strong customer service orientation, with the ability to manage multiple inquiries simultaneously and navigate time-sensitive requests with accuracy and professionalism.
Excellent written communication skills, with the ability to craft patient, clear, and solutions-focused responses to training participants.
Proven ability to collaborate effectively within a remote team environment and provide responsive, high-quality support before, during, and after training events.
Ability to work fully remote while maintaining regular working hours aligned with Pacific Time (PT) to ensure timely support for MII training activities.

Responsibilities

Support training attendees by managing multiple inquiries simultaneously, prioritize time-sensitive requests, and follow issues through to resolution.
Collaborate with MII team members to provide responsive help desk support before, during, and after training events, with primary responsibility for MII Portal access and attendee email inquiries.
Drive attendee satisfaction by providing front-line support to training participants and serve as the primary point of contact for inquiries submitted through the MII training help desk.
Utilize strong customer service and written communication skills to provide professional, patient, and solutions-oriented support.

Benefits

Comprehensive benefits and wellness packages
401K with company match
Competitive pay
Paid time off
Full flex work weeks
Variety of medical plan options
Health Savings Accounts
Dental plan options
Vision plan
401(k) plan offering the ability to contribute both pre and post-tax dollars up to the IRS annual limits and receive a company match.
Variety of paid time off plans, including vacation, sick and personal time, holidays, paid parental, military, bereavement and jury duty leave.
15 days of paid leave per calendar year to be used for vacations, personal business, and illness
10 paid holidays per year
Paid Family Leave program provides a total of up to 160 hours of paid leave in a rolling 12 month period for eligible employees.
Short and long-term disability benefits
Life insurance
Accidental death and dismemberment insurance
Personal accident insurance
Critical illness insurance
Business travel and accident insurance