Jr Help Desk Analyst (Non-IT) - Williams Consulting : Job Details

Contingent Upon Award Williams Consulting LLC (WCLLC), a Baltimore, Maryland-based government contracting firm, is seeking a Junior Help Desk Analyst (Non-IT) with experience using ServiceNow to support the delivery of a mission-critical Federal healthcare program. This entry-level position involves assisting customers, resolving routine inquiries, and supporting escalations within the Centers for Medicare & Medicaid Services (CMS). The ideal candidate is detail-oriented, customer-focused, and eager to learn in a structured federal contracting environment. Williams Consulting, LLC is an 8(a), HUBZone, Woman-Owned Small Business, and Economically Disadvantaged Woman-Owned Small Business with Federal, State, local, and commercial clients. We value our employees and recognize their contributions to the success of our clients and our company. We offer competitive salaries and support flexible work locations and scheduling, when possible. We offer competitive benefits including Medical, Vision, and Dental coverage through national plans. We also offer Life, AD&D, Short- & Long-Term Disability Insurance, PTO, and 401k matching. Duties and Responsibilities

• Respond to inquiries via phone, email, and ServiceNow ticketing system.
• Address inquiries via phone, email and ServiceNow, providing timely and accurate resolutions.
• Document issues and resolutions following established protocols.
• Follow standard operating procedures (SOPs), frequently asked questions (FAQs) and response scripts to ensure customers receive consistent, policy-based information.
• Track and update ServiceNow tickets to ensure accuracy and timeliness.
• Assist with compiling and maintaining help desk statistics (e.g. ticket volume, response times, resolution rates, common issues) to support performance monitoring.
• Other duties as assigned.

Qualifications and Experience

• Associates or Bachelor's degree in Business, Healthcare Administration, or related field.
• Minimum 3 years of help desk, customer service, or call center experience (ServiceNow ticketing systems experience strongly preferred).
• Ability to follow SOPs, FAQs, and detailed instructions.
• Strong written and verbal communication skills.
• Strong attention to detail and ability to meet strict deadlines.
• Knowledge of PHI/HIPAA requirements and federal compliance protocols.
• Must demonstrate professionalism and a positive work ethic in all situations
• Proficiency with Microsoft and secure document management systems.
• Must be able to provide three or more references that can attest to their qualifications and requirements during the interview and application process.
• Background investigation required

Working Conditions and Requirements While performing the duties of this job, the employee is regularly required to talk or listen. Standing, sitting, squatting, and other normal office-related physical activities are required. Must be able to sit and read computer screens for extended periods. WCLLC is an Equal Opportunity Employer Williams Consulting LLC does not discriminate in employment based on race, color, religion, sex, national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, retaliation, parental status, military service, or other non-merit factor.