Help Desk Support Analyst

• Provide Tier 1–2 support for CMS’s enterprise AI tools to stakeholders across the agency
• Support users via chat, email, phone, video, and the service desk portal
• Answer questions and guide users in AI-tool usage
• Diagnose and resolve software and AI-tool issues
• Capture user feedback and route it to product and engineering teams
• Maintain SOPs and knowledge base articles
• Support UAT and smoke testing
• Provide white-glove support for CMS AI initiatives

Requirements

• 2+ years delivering top-notch customer service in an IT help desk or technical support environment
• Strong communication and people skills, with professionalism and discretion
• A calm, friendly, unflappable demeanor under pressure
• Genuine curiosity about AI and helping people use new technology with confidence
• Ability to obtain and maintain a Public Trust security clearance
• Acceptable results of a background investigation
• Experience supporting AI/ML, chatbot, or LLM-based tools (would blow us away)
• Experience with the ServiceNow platform (would blow us away)
• Previous experience supporting CMS or another federal agency (would blow us away)

Core Competencies

Demonstrates expertise in providing Tier 1–2 support for AI tools, with a focus on user assistance, issue resolution, and maintaining documentation. Possesses strong communication skills and a genuine interest in AI technology to enhance user experience.

Highest-signal resume keywords

• Customer Service
• AI/ML Support
• ServiceNow Experience
• Public Trust Security Clearance
• Federal Agency Experience

Hard Skills

• Tier 1–2 Support
• AI-Tool Diagnosis
• User Acceptance Testing (UAT)
• Knowledge Base Maintenance
• Software Issue Resolution

Soft Skills

• Strong Communication Skills
• Professionalism
• Calm Under Pressure
• Friendly Demeanor
• Genuine Curiosity

Certifications & Qualifications

• Public Trust Security Clearance

Industry Keywords

• CMS
• Federal Agency
• Technical Support
• Help Desk

Tools & Technologies

• ServiceNow
• AI Tools
• Chatbot Technology
• LLM-Based Tools