Help Desk Support Analyst

This is a fully remote position, open to applicants in Maryland.

📋 Description

• Deliver Tier 1–2 support for CMS's enterprise AI tools to various stakeholders throughout the agency.

• Assist users through chat, email, phone, video, and the service desk portal.

• Address inquiries and provide guidance on the use of AI tools.

• Identify and resolve software and AI tool issues.

• Gather user feedback and communicate it to the product and engineering teams.

• Update and maintain standard operating procedures (SOPs) and knowledge base articles.

• Facilitate user acceptance testing (UAT) and smoke testing.

• Offer exceptional support for CMS AI initiatives.

⛳️ Requirements

• A minimum of 2 years providing exceptional customer service in an IT help desk or technical support setting.

• Excellent communication and interpersonal skills, demonstrating professionalism and discretion.

• A composed, friendly, and resilient attitude in high-pressure situations.

• A genuine interest in AI and assisting individuals in confidently adopting new technologies.

• Capability to obtain and maintain a Public Trust security clearance.

• Acceptable outcomes from a background investigation.

• Experience in supporting AI/ML, chatbot, or LLM-based tools (highly regarded).

• Familiarity with the ServiceNow platform (highly regarded).

• Prior experience supporting CMS or another federal agency (highly regarded).

🏝️ Benefits

• Flexible working hours.

• Opportunities for remote work.

• Comprehensive medical, dental, and vision insurance.

• 15 days of paid leave.

• 7 days of sick leave.

• 2 days of bereavement leave.

• 11 paid Federal holidays.

• Up to 40 hours for jury duty.

• 401K with a 4% employer contribution (no vesting period required).

• Up to 4 weeks of paid paternity and maternity leave.

• Company-provided laptop.

• $5,000 annually for professional development.

• $600 per year for technical supplies and equipment.

• $2,000 referral bonus.

• Life and disability insurance.

• Health Savings Account (HSA) and Flexible Spending Account (FSA).

• Voluntary benefits including Legal Shield and ID Shield.

• Opportunity to collaborate in a motivated team dedicated to modernizing government services with innovative technology and solutions.