Service Desk Analyst

About Sparksoft Corporation

At Sparksoft, we are more than just an IT company; we're dedicated to transforming the way people work by delivering innovative solutions primarily for government clients nationwide. Our passionate team drives impactful changes through cutting-edge technologies and continuous method refinements in our Innovation Centers, positioning us as industry leaders.

Role Overview

As a Service Desk Analyst, you will act as the first point of contact providing courteous and prompt Tier 1 support for Health Insurance Marketplace inquiries via phone and/or email. This role requires adherence to strict availability standards and accurate documentation of all customer interactions using ServiceNow ticketing system. You will troubleshoot account access issues, assist with password resets, and escalate complex problems following established protocols while ensuring compliance with HIPAA and federal security regulations.

Key Responsibilities

• Provide polite, timely, and precise assistance to users regarding Health Insurance Marketplace questions received through phone or email channels.
• Maintain a minimum availability of 85.1% during working hours while logged into the telephone ACD queue, logging in precisely at scheduled times.
• Support users with account management tasks including password resets, unlocking accounts, and resolving login problems across diverse applications.
• Document every user interaction appropriately in ServiceNow, routing tickets correctly or escalating to Tier 2 support when required.
• Comply with standardized workflows and escalation procedures to meet service level targets and regulatory standards.
• Protect sensitive data by following HIPAA and federal guidelines, participating in ongoing training, quality assessments, and updates to processes.

Qualifications and Experience

• At least 1 year of experience working in a high-volume call center environment.
• Minimum of 1 year familiarity with computer platforms, especially enterprise-level ticketing and telephony tools.
• Successful completion of a federal background check with ability to maintain Public Trust clearance.
• Excellent communication skills, including verbal, written, and active listening, coupled with a customer-first approach.
• Ability to work autonomously, efficiently manage time, and consistently meet performance goals.
• Competent multitasker who maintains high attention to detail and professionalism.
• Must have resided in the United States for at least 3 of the past 5 years.

Home Office Setup Requirements

• Designate a quiet, distraction-free workspace suitable for professional call handling and ensuring confidentiality.
• Possess reliable high-speed internet with minimum speeds of 25 Mbps download and 5 Mbps upload (50/10 Mbps recommended if connection is shared).
• Preferred wired Ethernet connection; stable Wi-Fi acceptable. Hotspots, satellite, or wireless home internet not recommended.

Education

High school diploma or equivalent is required.

Benefits and Work Culture

• Competitive pay and a 401(k) plan with company contributions to support future savings.
• Flexible paid time off and hybrid work options to promote balance between professional and personal life.
• Comprehensive health plans including medical, dental, vision, life, and disability coverage.
• An office environment designed to encourage community-building, teamwork, and innovation.
• Opportunities for community involvement through Sparksoft Cares initiatives and annual company fundraising events.
• Professional development programs aimed at enhancing skills and preparing employees for leadership positions.
• A transparent, enjoyable, and collaborative workplace recognized as a Great Place to Work®.

Accessibility and Accommodations

Sparksoft is committed to equal employment opportunities and offers accommodations during the application or interview process upon request.

Security and Privacy

All candidates should be aware Sparksoft will never request sensitive personal information via email. Any suspicious communications should be reported immediately to the security team.

Artificial Intelligence (AI) Policy

Use of AI tools during the recruitment process is strictly prohibited to ensure fair assessment of each candidate's individual skills and judgment; violations may lead to disqualification.