Technical Support Analyst

eSimplicity•Columbia, MD

4h•$57,700 - $87,300•Remote

About The Position

eSimplicity is a modern digital services company that partners with government agencies to improve the lives and protect the well-being of all Americans, from veterans and service members to children, families, and seniors. Our engineers, designers, and strategists cut through complexity to create intuitive products and services that equip federal agencies with solutions to courageously transform today for a better tomorrow. This position is contingent upon contract award.

Requirements

All candidates must pass public trust clearance through the U.S. Federal Government. This requires candidates to either be U.S. citizens or pass clearance through the Foreign National Government System which will require that candidates have lived within the United States for at least 3 out of the previous 5 years, have a valid and non-expired passport from their country of birth and appropriate VISA/work permit documentation
Associate’s or Bachelor’s degree in Information Systems, Business, or related field; in lieu of a degree, 4 years of relevant technical support experience may be substituted
2+ years of technical support, help desk, or customer service experience supporting an enterprise software platform
Hands-on experience with a ticketing system such as ServiceNow, Jira Service Management, or equivalent
Familiarity with Salesforce as an end user or administrator, including the ability to navigate records, reports, and standard configuration
Strong troubleshooting and problem-solving skills with the ability to diagnose issues across browsers, identity providers, and integrated systems
Excellent verbal and written communication skills, with patience and clarity when working with users who have varying levels of technical familiarity
Demonstrated ability to follow documented procedures, escalation paths, and SLAs in a regulated environment
Willingness and availability to participate in on-call rotations and extended-hours coverage spanning multiple U.S. time zones, including Alaska, Hawaii-Aleutian, and U.S. territories

Nice To Haves

Federal Government contracting experience, particularly with CMS, MACBIS, or other HHS programs
Salesforce Administrator certification or equivalent practical experience
ITIL Foundation certification
Experience supporting Section 508 accessibility tooling and assistive technologies
Experience writing or maintaining knowledge-base articles, QRGs, and end-user training materials
Familiarity with Medicaid, Medicare, or other federal health programs
Excellent command of written and spoken English

Responsibilities

Providing Tier 1 through Tier 3 help desk support for both internal CMS users and external State Medicaid Agency (SMA) users of the MESH platform, including triage, troubleshooting, escalation, and resolution
Receiving, logging, and managing support tickets in CMS ServiceNow and Jira, ensuring complete and accurate documentation of issues, root cause, and resolution steps
Diagnosing functional and technical issues across the Salesforce-based MESH platform, integrations (T-MSIS, MBES/MacFin, Microsoft 365, CMS DataConnect), and supporting CMS enterprise tools (IDM/Okta, EUA, GitHub, Box)
Walking users through configuration, navigation, submission workflows, and report features; producing clear written and verbal guidance suited to varying levels of technical familiarity
Monitoring system status, alerts, and tickets during after-hours and extended-hours coverage windows that span all U.S. continental time zones, Alaska, Hawaii-Aleutian, Guam, CNMI, American Samoa, Puerto Rico, and the U.S. Virgin Islands
Following documented Service Level Agreements (SLAs) for response and resolution, including expedited handling of priority incidents that affect production stability, user access, or critical workflows
Coordinating with development, QA, security, and DevOps teams to escalate complex issues, capture diagnostic information, and validate fixes prior to closure
Supporting scheduled maintenance windows that fall outside standard Eastern-time business hours and communicating planned outages and changes to affected users
Maintaining and improving the MESH knowledge base, including FAQs, Quick Reference Guides (QRGs), troubleshooting articles, and policy/process guidance, in accordance with CMS approval workflows
Identifying recurring issues and trends from ticket data and recommending automation, process, or training improvements to reduce ticket volume and improve user satisfaction
Supporting onboarding of new users, including walk-throughs of access provisioning, MESH navigation, and submission/reporting workflows; conducting training sessions and producing 508-compliant training materials
Producing weekly, monthly, and quarterly metrics on ticket volume, response and resolution times, user satisfaction, and trends for inclusion in CMS operational reports
Ensuring all support interactions and ticket data handling align with CMS privacy, data retention, accessibility (Section 508), and security requirements, including audit trails for all actions