Service Desk Representative - Tier 1

Role overview A remote Tier 1 Service Desk Representative position supporting a federal health program through phone and email channels. The role focuses on delivering courteous, accurate first-line technical support, logging interactions in an enterprise ticketing system, and escalating appropriately while upholding strict security and compliance standards. It is well suited to candidates with steady customer-service instincts who thrive in structured, metrics-driven contact center environments.

Responsibilities - Respond to inbound phone and email inquiries promptly, courteously, and accurately within defined service levels. - Maintain availability in the ACD queue for at least 85% of working hours and log in at scheduled start times. - Resolve account access issues including password resets, account unlocks, and login troubleshooting across multiple systems. - Document every interaction in the ticketing platform, assign tickets to the correct groups, or escalate to Tier 2 as needed. - Follow established workflows and escalation procedures to meet compliance and service-level targets. - Safeguard sensitive information in line with HIPAA and federal security requirements and participate in ongoing training.

Requirements - 1+ year of experience in a high-volume call center environment. - 1+ year using computer-based platforms for ticketing, case management, and telephony operations. - U.S. residency for at least 3 of the past 5 years and ability to pass and maintain a federal background check and Public Trust clearance. - Strong verbal and written communication, active listening, and a customer-first mindset. - Ability to multitask with attention to detail, work independently, and meet performance metrics. - High school diploma or equivalent.

Nice to have - Prior experience in health insurance or the broader health industry. - Familiarity supporting CMS or other federal government help desk or service desk environments.

Benefits and work setup - Remote home-based work requiring a distraction-free workspace and stable wired internet (25/5 Mbps minimum, 50/10 Mbps recommended). - Competitive compensation plus 401(k) with employer contributions. - Flexible paid time off and hybrid ways of working. - Comprehensive medical, dental, vision, life, and disability insurance. - Training and development programs with opportunities for leadership growth. - Community-focused programs and team-building events.