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 priority on promoting a supportive and collegial team environment and enhancing staff experience through career development and educational opportunities.

Index Analytics is seeking a dedicated and technically skilled Help Desk Specialist to join our remote team in support of Government contracts, with a primary focus on the client’s applications. This role is ideal for someone who thrives in a fast-paced, Agile environment and is passionate about delivering exceptional customer support and technical troubleshooting.

As the first line of contact for users and stakeholders, you will provide Tier I, II, and III support across multiple channels, ensuring timely and professional resolution of inquiries and issues. You will collaborate closely with development teams, Scrum teams, and leadership to identify bugs, test new features, and contribute to continuous improvement efforts.

This position requires availability during standard business hours (Monday to Friday, 9:00 AM–5:00 PM ET), with extended support hours on the last business day of each quarter (until 7:00 PM ET).

Responsibilities

Provide Tier I, II, and III multi-channel Help Desk support for users and stakeholders.
Troubleshoot bugs and defects in support of application development.
Use Test Driven Development (TDD) methodologies to develop test criteria for every user story during development phase.
Participate in daily Agile stand-ups and other sprint ceremonies with Scrum Teams as needed.
Triage and prioritize requests, escalating to Leadership when necessary.
Support the development of monthly and ad hoc reports as needed.
Test after each sprint to confirm user stories, tasks, or bugs meet requirements and can be closed.
Report defects, bugs, and errors to development team.
Review legacy data for accuracy and completeness so it can be successfully deployed in production, as needed.
Master the technical skills needed for the ticketing tool to effectively handle email inquiries and callback requests.
Respond to stakeholder inquiries in a timely, professional manner.
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.

US citizen or Authorized to Work and lived in the US for 3 of the last 5 years. Must be able to obtain a U.S. Federal government client badge and pass a government Public Trust.
Bachelor’s Degree with minimum 4 years of relevant work experience.
Excellent verbal and written communication skills.
Ability to work closely with CMS customers as well as the development teams as needed.
Ability to apply standard requirements to a distinctive design.

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.

If you are selected for an interview, please be advised that Index Analytics LLC reserves the right to prohibit the use of artificial intelligence (AI) tools, including but not limited to AI-generated responses, real-time transcription, or automated assistance during the interview process. We value authentic interactions and the opportunity to engage directly with candidates. Any unauthorized use of AI may result in disqualification from consideration.

The salary range provided represents the estimated compensation for new hires in this position, applicable across all locations. Actual offers may vary based on factors such as the candidate's skills, qualifications, experience, and market conditions. Index complements its base salary offering with a competitive package that includes health and retirement benefits, discretionary bonuses, and reimbursement for professional development opportunities.

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.

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