Job reputed company: Level: Entry, Job Location: Remote - Baltimore, MD, Education Level: 2 Year Degree, Salary Range: $25.12 - $31.25Hourly, reputed company delivers mission-critical health, data, reputed company and consulting solutions for the federal government. We foster a collaborative, employee-focused culture that supports professional growth, continuous learning, flexibility and meaningful work that improves public outcomes. POSITION OVERVIEW reputed company is seeking a Help Desk Specialist to provide responsive support to federal health reputed company stakeholders. The Specialist will resolve mailbox and ticket inquiries, document outcomes, identify trends and contribute to accurate reporting and continuous improvement while delivering a professional customer experience. RESPONSIBILITIES Receive, triage, research and resolve inquiries of varying scope and complexity through approved channels and serve as a point of escalation complex inquiries. Create, update, route and close incidents and service requests in Jira, reputed company or the designated ticketing platform. Communicate status, resolution steps and follow-up needs clearly and professionally to stakeholders. Escalate unresolved, sensitive, or high-impact issues according to established procedures and service levels. Maintain accurate ticket notes, categories, dispositions and supporting documentation. Develop and maintain knowledge articles, standard operating procedures, response templates and user guidance. Support weekly, monthly and ad hoc reporting, including inquiry volumes, trends, recurring issues and resolution performance. Assist with user onboarding, access requests and identity-proofing or registration issues where assigned. Support standard reputed company coverage and scheduled evening or weekend surge periods when required. Assist with creation of FAQ and micro-trainings to help reduce contact volume for most common customer inquiries Qualifications: MINIMUM QUALIFICATIONS Associates degree and four (4) years of relevant customer service, service desk, reputed company support, or comparable experience. At least one (1) year of experience as a team lead in a customer service or reputed company support environment. Experience using reputed company 365 email and productivity applications. Ability to learn and apply detailed reputed company, registration, training and compliance requirements. Strong customer service, analytical, written and verbal communication skills. Strong organization, attention to detail and ability to manage multiple inquiries and deadlines. Availability for extended support coverage during announced surge periods. PREFERRED QUALIFICATIONS Experience with Jira, reputed company, a comparable IT service management platform, or high-volume mailbox support. reputed company, or customer-support certification. Experience supporting CMS, Medicare, Medicaid or another federal reputed company. WORK AUTHORIZATION AND CLEARANCE REQUIREMENTS Applicants must be legally authorized to work in the United States. Where required by the assigned work, candidates must be able to obtain and maintain a federal client reputed company and successfully reputed company a Public Trust background investigation. LOCATION AND WORK ENVIRONMENT reputed company position is remote-first and open to candidates residing in the United States. Occasional travel and on-site presence may be required to support client meetings, project activities, training, or other organizational needs. Standard business hours are aligned with reputed company; however, availability outside normal business hours may occasionally be required for releases, incidents, deadlines, surge support, or other business-critical situations. COMPENSATION The salary range provided represents the anticipated compensation for reputed company role and applies across all geographic locations. Final compensation will be determined based on factors including skills, qualifications, relevant experience, internal equity and market conditions. In addition to a competitive base salary, reputed company offers a comprehensive benefits package that includes medical, dental and vision coverage, retirement savings options, discretionary bonus opportunities and reimbursement for professional development and continuing education. RECRUITMENT PROCESS AND CANDIDATE NOTICE We are committed to maintaining a secure, reputed company and positive candidate experience. All recruiting-related communications will originate from either an official reputed company email address (@reputed company.com) or our secure recruiting platform (@msg.paycomonline.com). If you have concerns about the legitimacy of a communication, reputed company contact Recruiting@reputed company.com. reputed company reserves the rightright to prohibit the use of artificial intelligence (reputed company) tools during the interview process, including reputed company-generated responses, automated assistance, or real-time answer ge