- Provide Tier 1–2 support for CMS’s enterprise AI tools to stakeholders across the agency
- Support users via chat, email, phone, video, and the service desk portal
- Answer questions and guide users in AI-tool usage
- Diagnose and resolve software and AI-tool issues
- Capture user feedback and route it to product and engineering teams
- Maintain SOPs and knowledge base articles
- Support UAT and smoke testing
- Provide white-glove support for CMS AI initiatives
Requirements
- 2+ years delivering top-notch customer service in an IT help desk or technical support environment
- Strong communication and people skills, with professionalism and discretion
- A calm, friendly, unflappable demeanor under pressure
- Genuine curiosity about AI and helping people use new technology with confidence
- Ability to obtain and maintain a Public Trust security clearance
- Acceptable results of a background investigation
- Experience supporting AI/ML, chatbot, or LLM-based tools (would blow us away)
- Experience with the ServiceNow platform (would blow us away)
- Previous experience supporting CMS or another federal agency (would blow us away)
Core Competencies
Demonstrates expertise in providing Tier 1–2 support for AI tools, with a focus on user assistance, issue resolution, and maintaining documentation. Possesses strong communication skills and a genuine interest in AI technology to enhance user experience.
Highest-signal resume keywords
- Customer Service
- AI/ML Support
- ServiceNow Experience
- Public Trust Security Clearance
- Federal Agency Experience
Hard Skills
- Tier 1–2 Support
- AI-Tool Diagnosis
- User Acceptance Testing (UAT)
- Knowledge Base Maintenance
- Software Issue Resolution
Soft Skills
- Strong Communication Skills
- Professionalism
- Calm Under Pressure
- Friendly Demeanor
- Genuine Curiosity
Certifications & Qualifications
- Public Trust Security Clearance
Industry Keywords
- CMS
- Federal Agency
- Technical Support
- Help Desk
Tools & Technologies
- ServiceNow
- AI Tools
- Chatbot Technology
- LLM-Based Tools
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Help Desk Support Analyst Arbeitgeber: Jobtailor
Als Front Office Supervisor in unserem dynamischen Team bieten wir Ihnen die Möglichkeit, in einem unterstützenden und freundlichen Arbeitsumfeld zu wachsen. Wir legen großen Wert auf die berufliche Entwicklung unserer Mitarbeiter und bieten regelmäßige Schulungen sowie die Chance, Verantwortung zu übernehmen. Unsere Lage ermöglicht es Ihnen, Teil einer lebendigen Gemeinschaft zu sein, während Sie gleichzeitig die Standards unseres Franchise-Partners einhalten und unseren Gästen einen unvergesslichen Aufenthalt bieten.
