Junior Help Desk Representative with Security Clearance

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Job description

Security Clearance required: Public Trust Do you want to make a difference? Cognosante employees are passionate about improving people's lives. With an innovative mindset and an unwavering commitment to those we serve, we partner with healthcare, civilian and defense agencies to deliver exceptional public services and programs. Our multi-faceted technology and customer experience (CX) solutions achieve program outcomes, solve critical challenges and create meaningful change. Whether we are helping Veterans access healthcare faster, ensuring that members of the military complete their missions safely, or helping people obtain health insurance, our work touches millions of people. Are you ready to make a difference? Come Join Our Team Cognosante is on a mission to transform our country's healthcare and national security systems. With our health and security-focused
solutions, we help public sector organizations achieve the important task of providing the best possible public services to American Citizens.
From Enterprise IT, Data Science, and Security Services, to full-scale Consumer Engagement and Interoperability solutions, we are moving
government services forward with transformation and innovation. Learn how we are making a difference in people's lives today! What is the position? The Federally Facilitated Marketplace (FFM) Email Help Desk representative shall provide multi-tiered email support for agents and brokers
within the Marketplace. The Help Desk Representative is responsible for resolving Marketplace agent/broker related questions on behalf of
the Centers for Medicaid and Medicare Services (CMS). Representatives shall have an understanding all Agent Broker Help Desk processes,
an Agent Broker's journey through registration, training, the consumer enrollment process, and the roles and importance of Agent Brokers in
the Marketplace, in order to resolve inquiries within a timely manner. It is expected that the Help Desk Representative perform all duties and
responsibilities in a professional manner and meet timeliness and accuracy requirements established by Cognosante. What will I get to do? The FFM Agent Broker Email Help Desk provides the Agent Broker, Small Business, and Assister community with support in the following areas: General enrollment and compensation questions
Manual identity proofing/Experian issues
Escalated general registration and training questions
Agent/Broker Registration Completion List issues
Find Local Help questions
Help On Demand participation instructions or questions
Reported concerns that a consumer or another agent or broker has engaged in fraud or abusive conduct
Complex consumer application issues What qualifications do I need? Associates degree and 4 years relevant experience or 6 years relevant experience
Ability to pass an FBI/ National Security background check and obtain a Certificate of Public Trust.
Must be a US citizen or possess a valid VISA and Form I-797 (unexpired).
Must have lived in the US for 3 of the past 5 years.
Ability to work flexible hours including evening and weekend shifts, if required. What additional characteristics will help me thrive? Experience with the ServiceNow (SNOW)
Experience with the Federally Facilitated Marketplace (FFM)
Experience documenting new processes and maintenance of existing processes
Experience working with government officials, IT vendors or stakeholders
An active certificate of public trust and RSA token or PIV card issued by CMS
Ability and desire to work independently
Experience with PC desktop hardware usage (3 monitors, accessories, and Virtual Machine VM utilization. Aptitude for learning and utilizing various software tools as needed (Customer Resolution Management CRM systems, Office365 Suite (Outlook, Word, Excel, PowerPoint, Teams, and SharePoint)
Ability to research, review, and comprehend technical data
Ability to manage priorities and tasks in a changing environment
Spanish bi-lingual a plus What We Offer Our mission is to provide comprehensive and competitive pay, benefits, services, and programs to eligible employees and their dependents that: Ensure optimal health and productivity of our employees
Support employee retention and attraction
Provide work/life balance to ensure our employees succeed inside and outside of the office Compensation $19.12 - $27.32 The pay range for this job is determined by various factors, including but not necessarily limited to location, responsibilities of the job, and alignment with market data. When determining a salary for this role, the following factors may be taken into consideration - contract-specific affordability, education, knowledge, skills, competencies and experience. The estimate displayed represents the salary range for this position and is just one component of Cognosante's total compensation package for employees. It is not necessarily reflective of actual compensation that may be earned, nor a promise of any specific pay for any specific employee. Cognosante will not provide sponsorship for employment-based immigration benefits for this position. What We Promise Cognosante employees are inspired by our bold mission to improve lives. To achieve this mission, we put our people first. No matter wherethey're located around the nation, our innovative workplaces enable individuals to apply theirskills and experience to work toward a greater good. We foster a winning culture of solutioncreators built on innovation, collaboration, flexibility, and work-life balance.And we invest in thenext generation of diverse talent to foster an inclusive, progressive, adaptable workplacethat prioritizes advancement for all. As an affirmative action employer, we are committed to equal opportunity regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status, or any other protected class. Your safety during your job search is important. Recruiting communications will always be sent through one of the following corporate domain emails We will never send communications through any other domain, We will never request payment from you, nor will we send payment to you, prior to your start date. If you have been asked to send or receive any payment, or if you have any doubt about whether you have been contacted by a Cognosante employee, please contact us at

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