Remote Help Desk Analyst

We are Skyward.

That is, a love for people, for improvement, for human advancement through information technology. We are a people-centered business with a desire to serve others. We are diverse and unified; creative and collaborative; a collection of complementary, not competing talents. And though on the surface we remain relaxed, beneath, a torrent of energy links us to our civic tech mission.

We stand by our values, and we won’t compromise on any of them.

Integrity: We’re conscientious, intentional, and empathetic. Our words and actions align. That’s our character. Please don’t ask us to play another part, we’re poor actors.

Compassionate: If we may borrow a quote from Theodore Roosevelt: “No one cares how much you know until they know how much you care.” Because our team is thoughtful and supportive, caring deeply for each other, our clients, and our work, this comes naturally.

Inquisitive: We remain students by failing openly and turning lessons into solutions.

Unconventional: For us, life isn’t what happens outside of work. Work happens inside of life and our culture erases the line often dividing the two.

Authentic: Made possible only because we embody the values listed above. We’re relaxed and fun yet intensely curious and driven. Team members are placed with thought, care, and precision to ensure that Trust, Truth, and Transparency continue to represent our brand.

Because of that, we continue Onward, Upward, and Skyward.

We need a Help Desk Analyst.

Do you enjoy working in a highly collaborative environment? Would your friends describe you as someone with good interpersonal skills? Are you also someone who is the “go-to IT person” in your group of friends or at your workplace? You know, the person who asks, “did you turn it off and back on again?” If this sounds like you, please apply!

Come join us if you're motivated to learn from others, to learn from mistakes, to be part of a future-looking and growth-oriented team.

Let's go Skyward together.

What you'll do:

• Be on a team supporting the Centers for Medicare and Medicaid Services (CMS) with help desk and customer support services.
• Provide basic (Tier 1) to intermediate (Tier 2) technical support for a web-based software application with approximately 2,000 users.
• Support end-users via phone, chat, email, video conference, and service desk portal.
• Collaborate with end-users to support the implementation, rollout, and usage of web-based software.
• Demonstrate comfort and expertise in troubleshooting a vast array of software-related issues.
• Document and maintain standard operating procedures (SOPs), user operating guides, and knowledge base (KB) articles.
• Support user acceptance testing (UAT) on new releases and bug remediation.
• Perform basic smoke testing after regularly scheduled software deployments and report any issues found during testing.
• Coordinate with software development teams and other technical teams to escalate and remediate tickets.
• Be ready to support during the hours of 7:00am – 3:30pm, Monday through Friday, excluding government holidays.

What we'd like you to have:

• 1-3 years’ experience delivering top notch customer service in an IT Help Desk Environment.
• An ability to communicate clearly and effectively with nationally located customers and coworkers of varying technical abilities.
• An ability to independently research, analyze, and provide resolutions to technically complex issues.
• Self-motivation and the desire to learn new technologies, expand your knowledge, and continually grow.
• A calm and friendly demeanor during high stress situations.

What would blow us away:

• You have experience with the ServiceNow platform and workflows.
• You have experience supporting products based on the Appian Platform.
• You have experience with agile development ideology and practices.

Skyward IT Solutions is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, national origin, ancestry, sex, sexual orientation, gender identity or expression, religion, age, pregnancy, disability, work-related injury, covered veteran status, political ideology, marital status, or any other factor that the law protects from employment discrimination.

All candidates must have Work Authorization in the United States and the ability to obtain a Public Trust clearance.

Offers of employment with Skyward IT Solutions, LLC are contingent upon acceptable results of a background investigation.