Help Desk Support Analyst

Job not on LinkedIn

🔥 0 minutes ago

🦀 Maryland – Remote

🦀 Maryland – Remote

💵 $60k - $72k / year

⏰ Full Time

🟢 Junior

🟡 Mid-level

📞 Support Engineer

🚫👨‍🎓 No degree required

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 2%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

Apply Now

Find Similar Remote Jobs

Set Up Email Alert For New 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

Skyward

WebsiteLinkedInAll Job Openings

51 - 200 employees

🤖 Artificial Intelligence

🏛️ Government

Artificial Intelligence • Government • Technology

Skyward is a Maryland-based digital services organization that specializes in AI/ML, Agile DevSecOps, and Data Science, serving as a trusted Federal partner. With a mission to serve the American people, Skyward delivers agile, user-centered, and scalable solutions for mission-critical programs, working closely with Federal Government allies. The company prides itself on being a member of the Digital Services Coalition and focuses on advancing innovation and excellence in government technology. Skyward is dedicated to transforming AI possibilities into impactful realities and is committed to improving customer experiences and software delivery processes. The company has significantly grown its workforce and impacts millions of Americans and small businesses through its services.

📋 Description

• 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 questions and guide users in AI-tool usage • Diagnose and resolve software and AI-tool issues • Capture user feedback and route it to product and engineering teams • Maintain SOPs and knowledge base articles • Support UAT and smoke testing • Provide white-glove support for CMS AI initiatives

🎯 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 • Ability to obtain and maintain a Public Trust security clearance • Acceptable results of a background investigation • Experience supporting AI/ML, chatbot, or LLM-based tools (would blow us away) • Experience with the ServiceNow platform (would blow us away) • Previous experience supporting CMS or another federal agency (would blow us away)

🏖️ Benefits

• Flexible working hours • Remote opportunities • 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