- Skywarditsolutions
- Rockville, MD, MD
- Full-Time
- 8 days ago
Help Desk Support Analyst.
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Help Desk Support Analyst: our view in 3 lines...
- The Role:This role supports enterprise AI tools for CMS users across a federal agency.
- The Person:The person will provide Tier 1–2 support, answer user questions, troubleshoot software and AI-tool issues, capture feedback for product and engineering teams, and maintain SOPs and knowledge base articles.
- Requirements:The ideal candidate has 2+ years in an IT help desk or technical support environment, experience with the ServiceNow platform, and experience supporting AI/ML, chatbot, or LLM-based tools.
About the role
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 a Help Desk Support Analyst.
Are you the “go-to tech person” in your group of friends, the one who can make confusing technology feel easy without ever making anyone feel dumb for asking? Do you stay calm and friendly when the pressure’s on and take pride in making someone’s day a little smoother?
This is white-glove support with a front-row seat to the future of AI at CMS. If you’ve got the patience of a saint and a genuine love for helping people, 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.
At Skyward, we support flexible working hours and remote opportunities to help maintain a healthy work-life balance for all employees.
Offers of employment with Skyward are contingent upon acceptable results of a background investigation.
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.
