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Help Desk Support Analyst

7 hours, 47 minutes ago
United States
Full-time
Junior
Technical Support Engineer
Customer and Technical Support
Machine Learning
Apply Now
Skyward

Skyward

Skyward is a people-centered IT solutions company offering software development, cloud infrastructure, and digital transformation services with a focus on civic tech and government tech.

Internet Software & Services
51-250
Founded 2013
View All Jobs 4

Description

  • Provide Tier 1–2 support for CMS enterprise AI tools across the agency.
  • Assist users through chat, email, phone, video, and the service desk portal.
  • Explain AI tools, answer usage questions, and guide users through solutions.
  • Diagnose and resolve software and AI-tool issues calmly and discreetly.
  • Capture user feedback and communicate it to product and engineering teams.
  • Maintain standard operating procedures and knowledge base articles.
  • Support user acceptance testing and smoke testing activities.

Requirements

  • 2+ years of customer service experience in an IT help desk or technical support environment.
  • Strong communication and interpersonal skills, with professionalism and discretion.
  • Calm, friendly, and composed demeanor under pressure.
  • Genuine curiosity about AI and the ability to help users adopt new technology.
  • Experience supporting AI/ML, chatbot, or LLM-based tools preferred.
  • Experience with ServiceNow preferred.
  • Experience supporting CMS or another federal agency preferred.
  • Ability to obtain and maintain a Public Trust security clearance.
  • Employment is contingent on a satisfactory background investigation.

Benefits

  • Medical, dental, vision, life, and disability insurance.
  • 15 days of paid leave, 7 sick days, 2 bereavement days, and 11 paid federal holidays.
  • Up to 40 hours of paid jury duty and up to 4 weeks of paid parental leave.
  • 401(k) with a 4% employer contribution and no vesting period.
  • Flexible working hours and remote work opportunities.
  • $5,000 annual professional development allowance and $600 for technical supplies and equipment.
  • Company-provided laptop and $2,000 employee referral bonus.
  • HSA, FSA, LegalShield, and IDShield voluntary benefits.

Interested in this position?

Apply directly on the company website

Apply Now

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