[Remote] Help Desk Analyst - Bilingual

Note: The job is a remote job and is open to candidates in USA. Tria Federal is a company focused on innovation and transformation in the federal government space, particularly in public health. They are seeking a bilingual Tier 2 Customer Support Analyst to provide high-quality support to users, manage inquiries, and ensure effective communication regarding system status and issues.

Responsibilities

• Provide administrative and technical support for the Center for Medicare & Medicaid Services (CMS) Technical Help Desk
• Resolve incoming support requests and inquiries from customers. Requests include, but are not limited to, system access and/or account issues, system functionality and/or availability, and other inquiries received through various mediums such as phone, email, and other electronic submission methods
• Review incoming Help Desk inquiries in a timely manner with a focus on delivering a first contact resolution
• Adhere to established Help Desk workflows to ensure proper triage, research and escalation protocols are followed
• Track incoming support requests from customers using a CMS‐approved tool (ServiceNow)
• Notify customers of system status such as planned and unplanned outages, service disruptions, and reduced functionality
• Collaborate with Help Desk leadership and other teams to communicate potential issues affecting volumes
• Support the development, management and use of customer support scripts
• Assist with the preparation or maintenance of standard operating procedures and protocols

Skills

• Ability to obtain a U.S. Federal Position of Trust clearance designation
• Must reside in and be able to perform work in the United States
• Must have lived in the United States for 3 of the last 5 years
• Two or more years of proven experience in an IT service desk or customer service environment
• Experience using Help Desk ticketing systems and tools in a federal healthcare space (Centers for Medicare and Medicaid Services)
• Possess the motivation and initiative to adhere to timelines, Service Level Objectives, and manage incoming volumes
• Demonstrate the adaptability and flexibility to ensure proper staffing requirements during established Help Desk Hours
• Thrive in a collaborative environment and maintain a positive, professional demeanor
• Excellent verbal and written communication skills
• Previous experience working on a Federal Service Desk project
• ServiceNow knowledge or experience is a big plus
• Experience with cloud-based Call Center Software, specifically CXone
• Knowledge and/or experience of Agile methodologies in a Service Desk environment
• Experience with utilizing Atlassian tools like JIRA and Confluence

Benefits

• Top-tier benefits package to support their physical, mental, and financial well-being
• Top-tier benefits package to invest in your physical, mental, and financial health and wellness

Company Overview