• Providing Tier 1 through Tier 3 help desk support for both internal CMS users and external State Medicaid Agency (SMA) users of the MESH platform, including triage, troubleshooting, escalation, and resolution • Receiving, logging, and managing support tickets in CMS ServiceNow and Jira, ensuring complete and accurate documentation of issues, root cause, and resolution steps • Diagnosing functional and technical issues across the Salesforce-based MESH platform, integrations (T-MSIS, MBES/MacFin, Microsoft 365, CMS DataConnect), and supporting CMS enterprise tools (IDM/Okta, EUA, GitHub, Box) • Walking users through configuration, navigation, submission workflows, and report features; producing clear written and verbal guidance suited to varying levels of technical familiarity • Monitoring system status, alerts, and tickets during after-hours and extended-hours coverage windows that span all U.S. continental time zones, Alaska, Hawaii-Aleutian, Guam, CNMI, American Samoa, Puerto Rico, and the U.S. Virgin Islands • Following documented Service Level Agreements (SLAs) for response and resolution, including expedited handling of priority incidents that affect production stability, user access, or critical workflows • Coordinating with development, QA, security, and DevOps teams to escalate complex issues, capture diagnostic information, and validate fixes prior to closure • Supporting scheduled maintenance windows that fall outside standard Eastern-time business hours and communicating planned outages and changes to affected users • Maintaining and improving the MESH knowledge base, including FAQs, Quick Reference Guides (QRGs), troubleshooting articles, and policy/process guidance, in accordance with CMS approval workflows • Identifying recurring issues and trends from ticket data and recommending automation, process, or training improvements to reduce ticket volume and improve user satisfaction • Supporting onboarding of new users, including walk-throughs of access provisioning, MESH navigation, and submission/reporting workflows; conducting training sessions and producing 508-compliant training materials • Producing weekly, monthly, and quarterly metrics on ticket volume, response and resolution times, user satisfaction, and trends for inclusion in CMS operational reports • Ensuring all support interactions and ticket data handling align with CMS privacy, data retention, accessibility (Section 508), and security requirements, including audit trails for all actions

• Provide intermediate technical support primarily by phone and ticketing system • Follow established procedures, monitor ticket queues, and maintain service level agreements (SLAs) • Document all activities, projects, and tickets daily in the ticketing system • Handoff and document in-progress tickets before the end of each shift • Monitor ticket gateway and designated queues • Escalate issues according to IT Glue documentation • Resolve escalations from the Level I team as assigned • Create or update IT Glue articles with new customer findings • Assist with ISP and vendor calls for service outages • Build client rapport during onsite visits • Travel up to 25–50% as assigned • Maintain established call and ticket SLAs as defined by manager • Maintain customer satisfaction (CSAT) scores as defined by manager • Submit weekly timesheets by end of shift Friday • Work and document established billable hours each week • Be available for on-call weeks and company-wide outage responses • Meet annual goals and objectives set in HRIS with quarterly reviews

• Document all time daily in the ticketing system • Ensure in-progress tickets are properly documented before shift ends • Monitor designated queues and escalate issues • Create/update documentation in IT Glue as needed

• Take ownership of complex customer support issues. • Drive the standardization of processes and the design of the support environment. • Receive, classify, and prioritize complex customer inquiries in a qualified manner. • Independently diagnose and provide sustainable resolutions to challenging requests through structured tickets. • Actively write, optimize, and automate playbooks, runbooks, and guided workflows. • Build and strategically maintain knowledge articles and optimize self-service offerings. • Maintain close and ongoing collaboration with the Product & Development teams to identify error patterns and product gaps.