Help Desk Specialist – Tier I

Index Analytics LLC

. Receive, triage, research and resolve inquiries through approved channels .

Posted 10/23/2026full-timeBaltimore • Maryland • United StatesMid-LevelSenior💰 $25 - $31 per hourWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in customer service and program support, with strong analytical and communication skills. Proficient in managing inquiries, utilizing ticketing systems, and developing knowledge resources to enhance service delivery.

Highest-signal resume keywords

Customer Service ExperienceTeam LeadershipJira ProficiencyServiceNow ExperienceAnalytical Skills

ATS Keywords

Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Incident ManagementService Request ManagementKnowledge Article DevelopmentReporting and AnalysisUser OnboardingCompliance RequirementsAttention to DetailMulti-tasking

Soft Skills

Written CommunicationVerbal CommunicationOrganizational Skills

Tools & Technologies

Microsoft 365JiraServiceNow

Certifications & Qualifications

ServiceNow Certification

Industry Keywords

Customer SupportFederal ProgramsCMSMedicareMedicaid

Tech Stack

Tools & technologies

ITSMServiceNow

About the role

Key responsibilities & impact

Receive, triage, research and resolve inquiries through approved channels
Serve as a point of escalation for complex inquiries
Create, update, route and close incidents and service requests in Jira, ServiceNow or the designated ticketing platform
Communicate status, resolution steps and follow-up needs to stakeholders
Escalate unresolved, sensitive or high-impact issues according to procedures and service levels
Maintain accurate ticket notes, categories, dispositions and supporting documentation
Develop and maintain knowledge articles, standard operating procedures, response templates and user guidance
Support weekly, monthly and ad hoc reporting on inquiry volumes, trends, recurring issues and resolution performance
Assist with user onboarding, access requests and identity-proofing or registration issues
Support standard Eastern Time coverage and scheduled evening or weekend surge periods when required
Create FAQs and micro-trainings to reduce common customer inquiries

Requirements

What you’ll need

Associate degree and four (4) years of relevant customer service, service desk, program support, or comparable experience
At least one (1) year of experience as a team lead in a customer service or program support environment
Experience using Microsoft 365 email and productivity applications
Ability to learn and apply detailed program, registration, training and compliance requirements
Strong customer service, analytical, written and verbal communication skills
Strong organization, attention to detail and ability to manage multiple inquiries and deadlines
Availability for extended support coverage during announced surge periods
Applicants must be legally authorized to work in the United States
Where required, ability to obtain and maintain a federal client badge and successfully complete a Public Trust background investigation
Preferred: Experience with Jira, ServiceNow, a comparable IT service management platform, or high-volume mailbox support
Preferred: ServiceNow or customer-support certification
Preferred: Experience supporting CMS, Medicare, Medicaid or another federal program

Benefits

Comp & perks

Medical, dental and vision coverage
Retirement savings options
Discretionary bonus opportunities
Reimbursement for professional development and continuing education
Remote-first work arrangement
Flexible work environment
Occasional travel and on-site presence for client meetings, project activities, training, or organizational needs