Note: The job is a remote job and is open to candidates in USA. Skyward is a people-centered technology business focused on civic tech and human advancement through information technology. The Help Desk Support Analyst will provide Tier 1-2 support for enterprise AI tools at CMS, assist users across multiple channels, troubleshoot software and AI-tool issues, capture user feedback, and maintain support documentation while supporting testing activities.
Responsibilities
- Be the friendly face of AI. Provide Tier 1-2 support for CMS’s enterprise AI tools to stakeholders across the agency — warmly, quickly, and professionally
- Meet users where they are. Support them via chat, email, phone, video, and the service desk portal
- Make sophisticated AI feel simple. Answer questions, guide usage, and turn “how does this work?” into “oh, that’s great.”
- Troubleshoot with grace. Diagnose and resolve software and AI-tool issues with discretion and a calm head
- Be the voice of the user. Capture feedback and route it back to the product and engineering teams
- Keep quality high. Maintain SOPs and knowledge base articles and support UAT and smoke testing
Skills
- • 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
- Applicants must have the ability to obtain and maintain a Public Trust security clearance due to the nature of our work as a government contractor
- • Experience supporting AI/ML, chatbot, or LLM-based tools
- • Experience with the ServiceNow platform
- • Previous experience supporting CMS or another federal agency
Benefits
- Medical, dental, vision insurance
- 15 days of paid leave
- 7 days of sick leave
- 2 days bereavement leave
- 11 paid Federal holidays
- Up to 40 hours for jury duty
- 401K with 4% employer contribution (and no vesting period)
- Up to 4 weeks of paid paternity and maternity leave
- Company provided laptop
- $5,000 per year for professional development
- $600 per year for technical supplies and equipment
- $2,000 referral bonus
- Life and disability insurance
- HSA and FSA
- Legal Shield and ID Shield Voluntary Benefits
- Opportunity to work in a collaborative, motivated team focused on modernizing government services with cutting-edge technology and innovative solutions.
- Flexible working hours and remote opportunities to help maintain a healthy work-life balance for all employees.
Company Overview
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