Service Desk Analyst

Position:
Service Desk Analyst

Company:
Sparksoft

Location:
United States, Remote/Hybrid if local to Maryland

Employment type:
Not specified

Short Summary:
Join Sparksoft, a tech company focused on revolutionizing IT solutions and delivering impactful services to government clients. Be part of a team committed to innovation and excellence.

Responsibilities:
- Provide courteous, timely, and accurate Tier 1 support for inquiries related to the Health Insurance Marketplace via phone and email.
- Maintain a minimum of 85.1% availability while logged into the telephone ACD queue.
- Assist users with account access support, including password resets and troubleshooting login issues.
- Log all user interactions in ServiceNow and escalate to Tier 2 support as necessary.
- Follow documented workflows and ensure compliance with service levels.
- Protect sensitive information and uphold HIPAA and federal security standards.
- Participate in training, quality assurance sessions, and process updates.

Requirement:
- Minimum of 1 year of experience in a high-volume call center.
- Experience with computer-based platforms for ticket/case management and telephony operations.
- Ability to pass a federal background check and maintain required program clearance.
- Excellent verbal and written communication skills.
- Ability to work independently and manage time effectively.
- Candidates must have lived in the U.S. for 3 out of the past 5 years and be able to obtain a Public Trust clearance.

Benefits:
- Competitive compensation and a 401(k) with employer contributions.
- Flexible paid time off and hybrid working options.
- Comprehensive health coverage including medical, dental, vision, life, and disability insurance.
- Opportunities for professional growth and development.
- A collaborative and fun workplace culture recognized as a Great Place to Work®.