Customer Service Analyst (Tier 1)

Location: Remote if hired; must reside in and be able to work in the United States. Must have lived in the United States for 3 of the last 5 years. Woodlawn, Maryland is listed as the location.

Company

hirify.global delivers digital services and technology solutions for federal agencies, supporting the health and safety missions of veterans, service members, and civilians.

What you will do

• Provide administrative and technical support for the Centers for Medicare & Medicaid Services Technical Help Desk.
• Resolve customer requests involving system access, account issues, system functionality, availability, and other inquiries received by phone, email, and electronic submission methods.
• Review and triage incoming inquiries promptly, aiming for first-contact resolution and following research and escalation protocols.
• Track support requests in the CMS-approved ServiceNow tool.
• Notify customers about planned and unplanned outages, service disruptions, and reduced functionality.
• Support customer service scripts, standard operating procedures, and communication with Help Desk leadership and other teams.

Requirements

• Ability to obtain a U.S. Federal Position of Trust clearance designation.
• Must reside in and be able to perform work in the United States, and must have lived in the United States for 3 of the last 5 years.
• Bachelor’s degree or equivalent experience of at least 2 years in a related field.
• At least 1 year of proven experience in an IT service desk and customer service environment.
• Ability to adhere to timelines and Service Level Objectives, manage incoming volumes, and adapt to established Help Desk staffing requirements.
• Excellent verbal and written communication skills, with a detail-oriented, multitasking, collaborative, and professional approach.

Nice to have

• Previous experience working on a Federal Service Desk project.
• Experience with Help Desk ticketing systems and tools in a federal healthcare environment, particularly the Centers for Medicare and Medicaid Services.
• ServiceNow knowledge or experience.
• Experience with cloud-based call center software, specifically CXone.
• Knowledge or experience with Agile methodologies in a Service Desk environment.
• Experience using Atlassian tools including JIRA and Confluence.
• Initiative to identify process and user-experience improvements with Help Desk leadership.

Culture & Benefits

• Collaborative, inclusive, and professional environment focused on shared success.
• Support for veterans, transitioning service members, and military spouses.
• Opportunities to learn new skills, take on challenges, and advance professionally.
• Benefits package supporting physical, mental, and financial health and wellness.
• Compensation structure includes base salary, performance-based incentives, spot bonuses, and referral bonuses.