Help Desk Analyst

at  Sparksoft Corporation

Join us at Sparksoft, where we’re not just another tech company—we’re a catalyst for change. Our mission isn’t just to offer IT solutions; it’s to revolutionize the way you work. Here, passion isn’t just a buzzword; it’s the fuel behind groundbreaking ideas and transformative technologies. We serve a wide range of government clients, delivering impact that’s felt across the nation.
Our true strength lies in our people. They’re the problem-solvers and innovators consistently delivering extraordinary outcomes. With Sparksoft, you’re not stepping into a routine job; you’re joining a team committed to innovation and excellence. Our innovation extends beyond just delivering projects. Through our specialized Innovation Centers, we continuously refine our methods, ensuring we remain industry leaders.
We are Sparksoft!

REQUIRED EXPERIENCE:

• 2+ years of relevant experience
• Excellent communication skills and ability to work collaboratively in a team environment.
• Strong problem-solving skills and a proactive approach to identifying and addressing issues.
• Ability to work effectively in a fast-paced, agile environment and deadline-driven environment.
• Ensure customer satisfaction through follow-up, client responsiveness, and thorough communication.
• Candidates must be able to obtain and maintain a Public Trust clearance
• Candidates must have lived in the United States 3 out of the past 5 years

PREFERRED EXPERIENCE:

• Experience with agile methodologies (SAFe, Scrum) and tools (Jira, Confluence).
• Ability to manage multiple clients and projects/tasks simultaneously.
• Experience in healthcare IT and understanding of regulatory requirements such as HIPAA.

EDUCATION & CERTIFICATIONS:

• Associate’s degree
  If you need accommodation seeking employment with Sparksoft Corporation, please email Sparksoft.Accommodations@sparksoftcorp.com or call 410-424-7700. Accommodations are made on a case-by-case basis.
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The Help Desk Analyst plays a crucial role in coordination of end user support and triaging of inquiries leveraging program subject matter expertise to support resolution. This role requires strong computer navigation skills, excellent problem-solving, close attention to detail, customer focused mindset, and the ability to work collaboratively in a SAFe Agile environment. The Help Desk Analyst will play a critical role in ensuring the program’s end user and customer inquiries are resolved timely and accurately supporting a Federal Program in detecting and preventing fraud, waste, and abuse within government-sponsored health programs.

• Provide help desk support for end users based on inquiries received via email or phone.
• Log user inquiries in Service Now and assign to the right groups internally before assigning team members for support.
• Triage inquiries work with subject matter experts within the team to resolve them.
• Provide general application knowledge and guidance supplied by the business owners and subject matter experts to end users of the application.
• Present workload statistics to leadership as requested.
• Participate in Agile ceremonies, such as sprint planning, daily stand-ups, and retrospectives, to provide input on progress and challenges.
• Coordinate with Emergent Issues team and subject matter experts to develop and implement process improvements.
• Collaborate customers, team members, and leaders to provide support to ad hoc requests as needed.