Service Desk Representative – Tier 1

Sparksoft Corporation

. Provide courteous, timely, and accurate Tier 1 support for program-related inquiries via phone and/or email .

Posted 9/22/2026full-timeColumbia • Maryland • United StatesJuniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in providing Tier 1 support, including troubleshooting application logins and managing ticketing systems like ServiceNow. Upholds compliance with HIPAA and federal security standards while maintaining a customer-first approach in a high-volume call center environment.

Highest-signal resume keywords

Tier 1 SupportServiceNowHIPAA ComplianceCall Center ExperiencePublic Trust Clearance

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Ticket ManagementApplication TroubleshootingPassword ResetsAccount UnlocksTelephony OperationsCompliance StandardsQuality AssuranceData Logging

Soft Skills

Verbal CommunicationWritten CommunicationActive ListeningTime ManagementAttention to Detail

Tools & Technologies

ServiceNowACD QueueComputer-Based PlatformsHigh-Speed InternetWired Ethernet

Certifications & Qualifications

Public Trust Clearance

Industry Keywords

Health Industry ExperienceHealth Insurance ExperienceCMSUS Federal Government Helpdesk

Tech Stack

Tools & technologies

ServiceNow

About the role

Key responsibilities & impact

Provide courteous, timely, and accurate Tier 1 support for program-related inquiries via phone and/or email
Maintain at least 85.1% of working hours each day in an available state while logged into the telephone ACD queue
Log in promptly at designated work hours
Assist users with password resets, account unlocks, and application login troubleshooting
Log all user interactions accurately in ServiceNow
Assign tickets to appropriate internal groups or escalate to Tier 2 support as necessary
Follow documented workflows and escalation procedures to meet service levels and compliance standards
Protect sensitive information and uphold HIPAA and federal security standards
Participate in regular training, quality assurance sessions, and process updates

Requirements

What you’ll need

1+ years of experience in a high-volume call center
1+ year of experience utilizing computer-based platforms, including enterprise tools for ticket/case management and telephony operations
Ability to pass a federal background check and maintain required program clearance
Must have lived in the United States for at least 3 of the past 5 years
Strong verbal and written communication skills, active listening, and a customer-first mindset
Ability to work independently, manage time effectively, and meet performance metrics
Ability to multitask while maintaining attention to detail and professionalism
Must be able to obtain and maintain a Public Trust clearance
High school Diploma or Equivalent
Maintain a designated, distraction-free home workspace
High-speed internet meeting minimum system requirements: 25/5 Mbps minimum; 50/10 Mbps recommended if shared
Wired Ethernet or stable Wi-Fi connection; Ethernet preferred
1+ years of health industry/health insurance experience preferred but not required
Experience serving CMS or US Federal Government Helpdesk/ServiceDesk preferred

Benefits

Comp & perks

Competitive compensation
401(k) with employer contributions
Flexible paid time off
Hybrid ways of working
Comprehensive health coverage including medical, dental, vision, life, and disability insurance
Curated in-office experience designed to foster community, team connections, and innovation
Opportunities to give back through Sparksoft Cares, including annual company-wide fundraising events
Training and development programs
Opportunities to build new skills and prepare for leadership roles
Collaborative, transparent, and fun culture
Great Place to Work® recognition