[Remote] Service Desk Associate (Remote)

Note: The job is a remote job and is open to candidates in USA. FEI Systems creates innovative technology solutions to improve the delivery of health and human services. The Service Desk Associate will be responsible for providing client support and technical issue resolution, ensuring effective communication and problem-solving for customers using the LTSS and Carity systems. Responsibilities Provide client support and technical issue resolution via email, phone, web-based feedback Create, update, and close customer tickets in ticketing portal for every call answered and according to defined ticket compliance requirements Ask probing questions, listen, and record data capture details and actions performed in all tickets Learn and understand client workflows and functionalities within complex programs Assessing the process and troubleshooting problems if required Ensure problem ownership, escalate issues through proper channels Provide reassurance to end users when delivering solutions and diagnosing issues Advise management of potential risks that may have impact on customer base and operating environment Promote end-user satisfaction in adherence to established performance metrics Managing other resources if they are not capable of solving the issues Understanding around PHI data Skills Minimum of one year of experience in a fast-paced, customer service-oriented position that required written documentation of interactions Excellent customer service, critical thinking, and written & verbal communication in English Must be adept at balancing shifting priorities and time management Able to reliably work designated or flexible shifts in a 24/7, 365-day environment Ability to understand and explain technical information Minimum typing speed of 60 WPM with high accuracy Understanding and knowledge in Outlook and other MS Office applications Must have self-learning and researching skills Ability to maintain calm composure and customer focus while troubleshooting and solving issues with frustrated end-users that may have little understanding of technology Be accountable, on time, and available to take service desk calls at start of shift. Regular, reliable attendance is required Ability to work successfully as part of a team Ability to keep sensitive and confidential material private Previous experience in user/technical application support or training Knowledge of the principles and processes for providing customer and personal services Experience with help desk ticket tracking tools and workflow Benefits Full company benefits Company Overview FEi is a leading information technology, services, and analysis It was founded in 1999, and is headquartered in Columbia, Maryland, USA, with a workforce of 501-1000 employees. Its website is Company H1B Sponsorship FEI Systems has a track record of offering H1B sponsorships, with 24 in 2025, 20 in 2024, 24 in 2023, 36 in 2022, 30 in 2021, 31 in 2020. Please note that this does not guarantee sponsorship for this specific role.