Title: Service Desk Representative - Tier 1

Location: Remote/Hybrid if local to Maryland

Job Description:

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!

ROLE & RESPONSIBILITIES:

• Provide courteous, timely, and accurate Tier 1 support for a variety of inquiries related to the program support received via phone and / or email.
• Attains a minimum of 85.1% of working hours each day in an available state while logged into the telephone ACD queue; must log in promptly at designated work hours
• Assist users with account access support, including password resets, account unlocks, and troubleshooting login issues across applications.
• Accurately log all user interactions in ServiceNow, assigning tickets to the appropriate internal groups or escalating to Tier 2 support as necessary.
• Follow documented workflows and escalation procedures to ensure service levels and compliance standards are met.
• Ensure protection of sensitive information and uphold all HIPAA and federal security standards.
• Participate in regular training, quality assurance sessions, and process updates

REQUIRED EXPERIENCE:

• 1+ years of experience in a high-volume call center is required.
• 1+ year of experience utilizing computer-based platforms, including enterprise tools for ticket/case management and telephony operations
• Ability to pass a federal background check and maintain required program clearance
• Must have lived in the United States for at least 3 of the past 5 years
• Strong verbal and written communication skills, active listening, and a customer‑first mindset .
• Ability to work independently, manage time effectively, and meet performance metrics.
• Ability to multitask while maintaining attention to detail and professionalism.
• 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

Home Office Requirements:
• Maintain a designated, distraction-free home workspace to support professional call handling and confidentiality.
• Ensure high-speed internet connectivity, either via hardwired Ethernet or stable Wi-Fi, that meets minimum system requirements.
• Internet Speed: 25/5 Mbps minimum; 50/10 Mbps recommended if shared
• Connection: Wired (cable/fiber) preferred
• Not Recommended: Hotspots, wireless home internet, satellite
• Device Setup: Ethernet connection preferred; Wi-Fi acceptable if stable

PREFERRED EXPERIENCE:

• 1 plus years of experience in the health industry/health insurance domain is preferred but not required.
• Experience serving CMS or US Federal Government Helpdesk/ServiceDesk.

EDUCATION & CERTIFICATIONS:

• High school Diploma or Equivalent

WHAT WE OFFER:

At Sparksoft, we know that people do their best work when they feel supported, inspired, and connected. That’s why we’ve built a workplace that balances comprehensive benefits with a culture of collaboration and innovation. From flexible time off to professional growth opportunities, we’re committed to helping you thrive both inside and outside of work. When you join Sparksoft, you’ll enjoy:

• Competitive compensation and a 401(k) with employer contributions to help you plan for the future
• Flexible paid time off and hybrid ways of working that support true work-life balance
• Comprehensive health coverage—including medical, dental, vision, life, and disability insurance
• A curated in-office experience designed to foster community, team connections, and innovation
• Opportunities to give back through Sparksoft Cares, including annual company-wide fundraising events
• Training and development programs that build new skills and prepare you for leadership roles
• A collaborative, transparent, and fun culture—recognized as a Great Place to Work®

Artificial Intelligence (AI) Policy: While Sparksoft values the appropriate use of artificial intelligence in the workplace, candidates must complete interviews and independent assessments using their own knowledge and abilities. Unless expressly permitted by Sparksoft, the use of AI during interviews and assessments is strictly prohibited. Violations may result in disqualification. Please contact your recruiter regarding accommodation needs.