Help Desk Specialist Tier I

Index Analytics, LLC delivers mission-critical health, data, technology 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

Index Analytics is seeking a Help Desk Specialist to provide responsive support to federal health program 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, ServiceNow 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 Eastern Time 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