Help Desk Specialist - Contingent

Help Desk Specialist - Contingent

Index Analytics, LLC, is a rapidly growing, Baltimore-based small business providing health-related consulting services to the federal government. At the center of our company culture is a commitment to instilling a dynamic and employee-friendly place to work. We place a priority on promoting a supportive and collegial team environment and enhancing staff experience through career development and educational opportunities.

Index Analytics is seeking a Help Desk Specialist to support a government client in the Baltimore and Washington D.C. Metro Area. The primary function is to respond to inquiries from health care providers receiving CMS-developed program compliance resources and education. The Specialist will provide responsive and professional customer service to resolve mailbox inquiries and provide support for standard and ad hoc reporting to government customers. 

Responsibilities 

• Provide support to efficiently resolve a wide range of inquiries of varying scope and complexity (e.g. such as how to access reports and questions or concerns about the report methodology or report data) and determine questions requiring escalation.
• Support email and inbound telephone Help Desk from 8am -6pm standard hours EST. 
• Respond to stakeholder inquiries in a timely, professional manner. 
• Master technical requirements of Jira ticket management tool to identify, track, and manage email inquiries and call back requests.  
• Support the development of weekly and monthly status reports that include inquiry trends analysis, and ad hoc reports. 
• Assists with the development and improvement of Standard Operating Procedures, standards, and documentation. 
• Contribute to the project’s knowledge management system.

Qualifications

• US citizen or Authorized to Work and lived in the US for 3 of the last 5 years.
• Associate degree (minimum requirement) 
• At least 4 years of relevant work experience 
• Previous customer service and help desk experience preferred 
• Experience with Jira preferred 
• Experience using MS Office, specifically email applications. 
• Strong written and oral communication skills 
• Well organized and detail oriented 

Index Analytics provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

Attention Candidates

We're dedicated to ensuring a safe and transparent recruitment process for all candidates and have implemented robust measures to protect your personal information. Please be aware that all employment-related communications will originate from a secure portal (NAME@msg.paycomonline.com) or a corporate email address (NAME@index-analytics.com). If you have any concerns, please don't hesitate to reach out to us at recruiting@index-analytics.com.