Service Desk Analyst

Sparksoft Corporation

Service Desk Analyst providing Tier 1 support for Health Insurance Marketplace inquiries via phone and email. Ensuring timely assistance and accurate logging of user interactions with compliance to standards.

Posted 7/30/2026full-timeColumbia • Maryland • 🇺🇸 United StatesJuniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in providing Tier 1 support for the Health Insurance Marketplace, ensuring compliance with HIPAA and federal security standards while effectively managing user inquiries and ticketing processes.

Highest-signal resume keywords

Tier 1 SupportServiceNow Ticket ManagementHIPAA ComplianceCall Center ExperiencePublic Trust Clearance

ATS Keywords

Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Account Access SupportPassword ResetsTroubleshooting Login IssuesTicket ManagementTelephony Operations

Soft Skills

Verbal CommunicationWritten CommunicationActive ListeningCustomer-First AttitudeTime Management

Tools & Technologies

ServiceNowACD Queue

Certifications & Qualifications

Public Trust Clearance

Industry Keywords

Health Insurance MarketplaceCompliance StandardsFederal Security Standards

Tech Stack

Tools & technologies

ServiceNow

About the role

Key responsibilities & impact

Provide courteous, timely, and accurate Tier 1 support for a variety of inquiries related to the Health Insurance Marketplace 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 multiple 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.

Requirements

What you’ll need

A Minimum of 1 year of experience in a high-volume call center is required.
Minimum of 1 year of experience utilizing computer-based platforms, including enterprise-grade tools for ticket/case management and telephony operations
Ability to pass a federal background check and maintain required program clearance
Excellent verbal and written communication skills, active listening, and a customer-first attitude.
Ability to work independently, manage time effectively, and meet performance metrics.
Ability to multitask while maintaining attention to detail and professionalism.
Candidates must have lived in the United States 3 out of the past 5 years
Candidates must be able to obtain and maintain a Public Trust clearance

Benefits

Comp & perks

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®