[Remote] Help Desk Analyst - Bilingual

Note: The job is a remote job and is open to candidates in USA. Tria Federal is a company focused on innovation and transformation in the federal government space, particularly in public health. They are seeking a bilingual Tier 2 Customer Support Analyst to provide high-quality support to users, manage inquiries, and ensure effective communication regarding system status and issues.ResponsibilitiesProvide administrative and technical support for the Center for Medicare & Medicaid Services (CMS) Technical Help DeskResolve incoming support requests and inquiries from customers. Requests include, but are not limited to, system access and/or account issues, system functionality and/or availability, and other inquiries received through various mediums such as phone, email, and other electronic submission methodsReview incoming Help Desk inquiries in a timely manner with a focus on delivering a first contact resolutionAdhere to established Help Desk workflows to ensure proper triage, research and escalation protocols are followedTrack incoming support requests from customers using a CMS‐approved tool (ServiceNow)Notify customers of system status such as planned and unplanned outages, service disruptions, and reduced functionalityCollaborate with Help Desk leadership and other teams to communicate potential issues affecting volumesSupport the development, management and use of customer support scriptsAssist with the preparation or maintenance of standard operating procedures and protocolsSkillsAbility to obtain a U.S. Federal Position of Trust clearance designationMust reside in and be able to perform work in the United StatesMust have lived in the United States for 3 of the last 5 yearsTwo or more years of proven experience in an IT service desk or customer service environmentExperience using Help Desk ticketing systems and tools in a federal healthcare space (Centers for Medicare and Medicaid Services)Possess the motivation and initiative to adhere to timelines, Service Level Objectives, and manage incoming volumesDemonstrate the adaptability and flexibility to ensure proper staffing requirements during established Help Desk HoursThrive in a collaborative environment and maintain a positive, professional demeanorExcellent verbal and written communication skillsPrevious experience working on a Federal Service Desk projectServiceNow knowledge or experience is a big plusExperience with cloud-based Call Center Software, specifically CXoneKnowledge and/or experience of Agile methodologies in a Service Desk environmentExperience with utilizing Atlassian tools like JIRA and ConfluenceBenefitsTop-tier benefits package to support their physical, mental, and financial well-beingTop-tier benefits package to invest in your physical, mental, and financial health and wellnessCompany OverviewTria Federal builds, modernizes, and operates mission-critical federal health platforms and programs. It was founded in 2021, and is headquartered in Arlington, Virginia, USA, with a workforce of 1001-5000 employees. Its website is https://triafed.com.