Help Desk Support Analyst
New
S
SkywardInformation Technology
RemoteFull-TimeMiddle
Salary$60,000 - $72,000 a year
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Job Details
- Experience
- 2+ years
- Required Skills
- Customer serviceServiceNowLLMTechnical support
Requirements
- 2+ years delivering top-notch customer service in an IT help desk or technical support environment.
- Strong communication and people skills, with professionalism and discretion.
- A calm, friendly, unflappable demeanor under pressure.
- Genuine curiosity about AI and helping people use new technology with confidence.
- Experience supporting AI/ML, chatbot, or LLM-based tools (preferred).
- Experience with the ServiceNow platform (preferred).
- Previous experience supporting CMS or another federal agency (preferred).
Responsibilities
- Provide Tier 1–2 support for CMS’s enterprise AI tools to stakeholders across the agency.
- Support users via chat, email, phone, video, and the service desk portal.
- Answer user questions, guide usage, and assist in making sophisticated AI tools accessible.
- Diagnose and resolve software and AI-tool issues with discretion and a calm head.
- Capture user feedback and route it to product and engineering teams.
- Maintain SOPs and knowledge base articles.
- Support UAT and smoke testing.
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