Tier 1 Helpdesk Agent

Role overview Provide front-line helpdesk support for program users through phone, email, voicemail, and written correspondence. You’ll answer questions, document and track cases across support systems, and follow established workflows to resolve issues or route them for further help while protecting sensitive information.

Responsibilities - Deliver courteous, timely Tier 1 and preliminary Tier 2 support for user inquiries. - Explain resolution steps clearly and confirm users understand what to do. - Record, process, and follow up on incidents using CRM, case-management, and telephony applications. - Respond to written requests with accurate, useful resolutions. - Follow service workflows, escalation procedures, quality guidance, and applicable privacy and security standards. - Take part in training, quality reviews, and process updates.

Requirements - At least two years of call-center or customer-service experience. - At least two years using computer-based CRM tools, including case management and telephony systems. - High school diploma or equivalent. - Strong written and verbal communication, active listening, and customer-service skills. - Ability to manage time independently, meet performance measures, and type while listening. - Proficiency with Windows applications, including Outlook and Word; availability for multiple shifts, excluding weekends. - Ability to pass a federal background check, maintain Public Trust clearance, and have lived in the United States for at least three of the past five years.

Nice to have - Health or health-insurance experience. - Experience supporting a federal health agency or government helpdesk/service desk.

Benefits and work setup - Requires a quiet, dedicated home workspace and reliable high-speed internet; wired Ethernet is preferred. Minimum listed speed is 25/5 Mbps, with 50/10 Mbps recommended for a shared connection. - Benefits include medical, dental, vision, life, and disability coverage; employer-supported 401(k); flexible paid time off; and training and development opportunities.