Wait, What Do You Do?

<div class="content-intro">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!</div> Roles and Responsibilities: <ul> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">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.</li> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">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</li> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Assist users with account access support, including password resets, account unlocks, and troubleshooting login issues across multiple applications.</li> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Accurately log all user interactions in ServiceNow, assigning tickets to the appropriate internal groups or escalating to Tier 2 support as necessary.</li> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Follow documented workflows and escalation procedures to ensure service levels and compliance standards are met.</li> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Ensure protection of sensitive information and uphold all HIPAA and federal security standards. Participate in regular training, quality assurance sessions, and process updates.</li> </ul> Required Experience: <ul> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">A Minimum of 1 year of experience in a high-volume call center is required.</li> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Minimum of 1 year of experience utilizing computer-based platforms, including enterprise-grade tools for ticket/case management and telephony operations</li> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Ability to pass a federal background check and maintain required program clearance</li> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Excellent verbal and written communication skills, active listening, and a customer-first attitude.</li> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Ability to work independently, manage time effectively, and meet performance metrics.</li> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Ability to multitask while maintaining attention to detail and professionalism.</li> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Candidates must have lived in the United States 3 out of the past 5 years</li> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Candidates must be able to obtain and maintain a Public Trust clearance</li> </ul> Home Office Requirements: <ul> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Maintain a designated, distraction-free home workspace to support professional call handling and confidentiality.</li> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Ensure high-speed internet connectivity, either via hardwired Ethernet or stable Wi-Fi, that meets minimum system requirements.</li> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Internet Speed: 25/5 Mbps minimum; 50/10 Mbps recommended if shared</li> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Connection: Wired (cable/fiber) preferred</li> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Not Recommended: Hotspots, wireless home internet, satellite</li> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Device Setup: Ethernet connection preferred; Wi-Fi acceptable if stable</li> </ul> Education and Certifications <ul> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">High school Diploma or Equivalent.</li> </ul><div class="content-conclusion">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: <ul> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Competitive compensation and a 401(k) with employer contributions to help you plan for the future</li> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Flexible paid time off and hybrid ways of working that support true work-life balance</li> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Comprehensive health coverage—including medical, dental, vision, life, and disability insurance</li> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">A curated in-office experience designed to foster community, team connections, and innovation</li> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Opportunities to give back through Sparksoft Cares, including annual company-wide fundraising events</li> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Training and development programs that build new skills and prepare you for leadership roles</li> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">A collaborative, transparent, and fun culture—recognized as a Great Place to Work®</li> </ul> Accessibility and Accommodations: Sparksoft Corporation is committed to providing equal employment opportunities to all individuals. If you require accommodations during the application or interview process, please contact us at Sparksoft.Accommodations@sparksoftcorp.com or call 410-424-7700. Requests are reviewed and fulfilled on a case-by-case basis. Security Notice: Your privacy and data security are important to us. Sparksoft Corporation will never request sensitive personal information via email. If you receive any suspicious communication claiming to be from Sparksoft, please report it immediately to our security team at abuse@sparksoftcorp.com. Artificial Intelligence (AI) Policy: While Sparksoft recognizes the value of artificial intelligence in the workplace, our hiring process is designed to assess each candidate’s individual skills, judgment, and problem-solving abilities. To maintain the integrity of this process, the use of AI tools at any stage of the application or interview is strictly prohibited. Violations of this policy may result in disqualification from consideration.</div>

Service Desk Analyst