Help Desk Analyst at Skyward IT Solutions in Rockville, MD

**This position is contingent on contract award**
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 Help Desk Analysts.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.
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.

What we'd like you to have:

At least 2 years' experience delivering top notch customer service in an IT Help Desk Environment.
Bachelor's degree in information technology or a related field.
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 agile development ideology and practices.
You've previously supported The Centers for Medicare and Medicaid Services (CMS).

Even if you don't meet 100% of the qualifications, we encourage you to apply. At Skyward, we're focused on hiring individuals with the right skills and passion to grow, not just checking off every box.

And now the important part. What we offer you:

Medical, dental, vision insurance (fully paid for employees)
15 days of paid leave
7 days of sick leave
2 days bereavement leave
11 paid Federal holidays
Up to 40 hours for jury duty
401K with 4% employer contribution (and no vesting period)
Up to 4 weeks of paid paternity and maternity leave
Company provided laptop
$5,000 per year for professional development
$600 per year for technical supplies and equipment
$2,000 referral bonus
Life and disability insurance
HSA and FSA
Legal Shield and ID Shield Voluntary Benefits
Opportunity to work in a collaborative, motivated team focused on modernizing government services with cutting-edge technology and innovative solutions. Who says government work can't be exciting!

We know great work deserves great pay. That's why we ensure our compensation is not only competitive but also fair and transparent, as required by Maryland law. Expect a salary that matches your skills, experience, and the value you bring to the table -because you're worth it!At Skyward, we believe diverse teams are the key to innovation and success. We are committed to creating an inclusive and equitable environment where everyone, regardless of gender, race, ethnicity, sexual orientation, disability, or background, can thrive. We strongly encourage applications from women, people of color, veterans, individuals with disabilities, and members of the LGBTQ+ community. We support flexible working hours and remote opportunities to help maintain a healthy work-life balance for all employees, including caregivers and those with unique needs. Applicants must have the ability to obtain and maintain a Public Trust security clearance due to the nature of our work as a government contractor. Offers of employment with Skyward are contingent upon acceptable results of a background investigation.