Technical Support Analyst

🕒 Yesterday

🦀 Maryland – Remote

🦀 Maryland – Remote

💵 $57.7k - $87.3k / year

⏰ Full Time

🟢 Junior

🟡 Mid-level

📞 Support Engineer

Apply Now

Find Similar Remote Jobs

Receive Emails For Remote Jobs

📊 Check your resume score for this job

Improve your chances of getting an interview by checking your resume score before you apply.

Upload Resume

eSimplicity

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2016

⚕️ Healthcare Insurance

📡 Telecommunications

🤖 Artificial Intelligence

Healthcare Insurance • Telecommunications • Artificial Intelligence

eSimplicity is a company comprised of designers, engineers, and strategists that excels in creating digital services and healthcare IT solutions. They simplify complexity to deliver award-winning products and services that enhance customer experiences, improve public health, and secure the nation. Specializing in areas such as healthcare IT, telecommunications, identity management, and fraud prevention, they work with organizations like the Centers for Medicare & Medicaid Services (CMS) to improve healthcare access and quality. eSimplicity is recognized for their innovative approaches in spectrum management, data analytics, and machine learning, aiming to broaden healthcare coverage and simplify processes for healthcare providers and beneficiaries.

📋 Description

• Providing Tier 1 through Tier 3 help desk support for both internal CMS users and external State Medicaid Agency (SMA) users of the MESH platform • Receiving, logging, and managing support tickets in CMS ServiceNow and Jira • Diagnosing functional and technical issues across the Salesforce-based MESH platform • Walking users through configuration, navigation, submission workflows, and report features • Monitoring system status, alerts, and tickets during after-hours and extended-hours coverage windows • Following documented Service Level Agreements (SLAs) for response and resolution • Coordinating with development, QA, security, and DevOps teams to escalate complex issues • Supporting scheduled maintenance windows that fall outside standard Eastern-time business hours • Maintaining and improving the MESH knowledge base • Identifying recurring issues and trends from ticket data and recommending improvements • Supporting onboarding of new users • Producing weekly, monthly, and quarterly metrics on ticket volume, response and resolution times • Ensuring all support interactions align with CMS privacy, data retention, and security requirements.

🎯 Requirements

• All candidates must pass public trust clearance through the U.S. Federal Government. • Associate’s or Bachelor’s degree in Information Systems, Business, or related field; in lieu of a degree, 4 years of relevant technical support experience may be substituted • 2+ years of technical support, help desk, or customer service experience supporting an enterprise software platform • Hands-on experience with a ticketing system such as ServiceNow, Jira Service Management, or equivalent • Familiarity with Salesforce as an end user or administrator • Strong troubleshooting and problem-solving skills • Excellent verbal and written communication skills. • Demonstrated ability to follow documented procedures, escalation paths, and SLAs in a regulated environment. • Willingness and availability to participate in on-call rotations and extended-hours coverage spanning multiple U.S. time zones.

🏖️ Benefits

• medical, dental, and vision coverage • 401(k) retirement benefits • paid time off • paid holidays • life and disability insurance • additional wellness and employee support programs.