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Sparksoft Corporation
Sparksoft Corporation
51 – 200 Employees
H1B Visa SponsorCybersecurityHealthcare
Sparksoft Corporation is an information technology and services company serving federal government clients through technology consulting, software products, and delivery support. Its work spans testing and independent verification and validation, cybersecurity, privacy, program and project management, analytics, and health IT. The company uses Agile development practices and security-focused technology solutions to help organizations build, evaluate, and manage systems aligned with their operational goals.
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Remote Helpdesk Agent – Maryland

Provide Tier 1 helpdesk support to Sparksoft’s government clients by phone and email. Resolve incidents, follow established workflows, and safeguard sensitive health and federal information.

USUnited StatesMDMarylandRemoteFull-timeJuniorMiddleNo degree requiredEnglish RequiredIT Support

Description

  • Deliver prompt, courteous Tier 1 and initial Tier 2 support for program-related inquiries received by phone or email.
  • Use clear, effective verbal and written communication.
  • Explain resolution steps clearly so users understand how their concerns will be addressed.
  • Handle customer requests by telephone, email, voicemail, and mailed correspondence.
  • Log, process, and follow up on customer incidents across multiple software applications.
  • Reply to written correspondence each day with accurate, useful resolutions.
  • Use documented workflows and escalation paths to meet service levels and compliance standards.
  • Protect sensitive information and follow HIPAA and federal security requirements.
  • Take part in recurring training, quality reviews, and process updates.
  • Carry out other duties assigned by a supervisor or manager.

Requirements

  • At least two years of call center or customer service experience.
  • At least two years using computer-based CRM systems, including enterprise ticket or case management and telephony tools.
  • Ability to pass a federal background check and maintain the required Public Trust clearance.
  • Must have lived in the United States for at least three of the past five years.
  • Strong spoken and written communication, active listening, and a customer-focused approach.
  • Availability to work multiple shifts; weekends are excluded.
  • Ability to work independently, manage time, and meet performance targets.
  • Strong keyboarding skills and ability to listen while typing.
  • Proficiency with Microsoft Windows applications, including Outlook and Word.
  • At least one year in healthcare or health insurance is preferred, but not required.
  • Experience supporting an HHS, HRSA, or U.S. federal government helpdesk or service desk.
  • A designated, quiet home workspace suitable for professional calls and confidential work.
  • High-speed internet via Ethernet or stable Wi-Fi that meets minimum system requirements.
  • Minimum internet speed of 25/5 Mbps; 50/10 Mbps is recommended when the connection is shared.
  • High school diploma or equivalent.

Benefits

  • Competitive pay and a 401(k) plan with employer contributions.
  • Flexible paid time off and hybrid working options.
  • Medical, dental, vision, life, and disability insurance.
  • An in-office experience centered on community, team connection, and innovation.
  • Volunteer and fundraising opportunities through Sparksoft Cares, including annual company-wide events.
  • Training and development to expand skills and prepare for leadership roles.
  • A collaborative, transparent workplace culture recognized as a Great Place to Work®.

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