Remote Help Desk Analyst

Summary

Join us at Skyward, a people-centered business that values integrity, compassion, and innovation. We're seeking Help Desk Analysts to support the Centers for Medicare and Medicaid Services (CMS) with help desk and customer support services.

Requirements

• At least 2 years’ experience delivering top-notch customer service in an IT Help Desk Environment
• Bachelor’s degree in information technology or a related field
• An ability to communicate clearly and effectively with nationally located customers and coworkers of varying technical abilities
• An ability to independently research, analyze, and provide resolutions to technically complex issues
• Self-motivation and the desire to learn new technologies, expand your knowledge, and continually grow

Responsibilities

• Be on a team supporting the Centers for Medicare and Medicaid Services (CMS) with help desk and customer support services
• Provide basic (Tier 1) to intermediate (Tier 2) technical support for a web-based software application
• Support end-users via phone, chat, email, video conference, and service desk portal
• Collaborate with end-users to support the implementation, rollout, and usage of web-based software
• Demonstrate comfort and expertise in troubleshooting a vast array of software-related issues
• Document and maintain standard operating procedures (SOPs), user operating guides, and knowledge base (KB) articles
• Support user acceptance testing (UAT) on new releases and bug remediation
• Perform basic smoke testing after regularly scheduled software deployments and report any issues found during testing
• Coordinate with software development teams and other technical teams to escalate and remediate tickets

Benefits

• Medical, dental, vision insurance (fully paid for employees)
• 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