IMPAQ International, LLC

  • Help Desk Lead

    Job Location US-MD-Columbia
  • Overview

    IMPAQ International, a growing and dynamic social science research firm, provides high-quality research and impact evaluation services, policy analysis, survey research, technology solutions, organizational development, technical assistance and consulting services to U.S. and international government agencies, foundations, and the private sector. 


    IMPAQ’s mission is to bring together exceptional people to develop innovative and rigorous approaches to evaluate the real-world impact of social policies and programs. IMPAQ offers five locations: our Corporate Headquarters in Columbia, Maryland, rated one of America’s Best Small Cities; Downtown Washington, D.C., Boston, Massachusetts, a Bay Area office in Oakland, California and Seattle, Washington. IMPAQ has a diverse and collegial work environment.


    Job Profile

    The Help Desk Lead – HPMS will provide leadership to the technical support team on a large Center for Medicare and Medicaid Services contract.  This position is based in Woodlawn, MD.


    Applicants must be currently authorized to work in the U.S. on a full-time basis.  Employment-based visa sponsorship (including H-1B sponsorship) is not available for this position.


    • Receive calls, emails and web inquiries escalated from Helpdesk Analysts, external and internal customers
    • Provide answers to complex technical questions
    • Provide advanced level troubleshooting to uncover the specific functional problem of any issue
    • Investigate complex product configuration issues
    • Reproduce customer issues as necessary
    • Document, update and communicate internal processes as required
    • Provide updates and/or steps for problem resolution
    • Provide problem resolution for complex issues in a timely manner or escalate tickets to management or next support tier as appropriate
    • Update and maintain issues knowledge base 


    Education, Knowledge and Experience

    • Bachelor’s Degree in information technology or related field, or AA with 4 years of experience
    • 2+ year’s experience in Help Desk management
    • Experience providing leadership to a technical support team
    • Experience developing and implementing Service Learning Agreements and producing Help Desk Analytics
    • Experience with Help Desk administration and Systems configuration 
    • Experience supporting a Tier 1 or Tier 2 help desk, preferably with a large-scale government customer.
    • Experience with JIRA Service Desk or similar Help Desk Management systems
    • Familiarity with JIRA and Confluence integration preferred
    • Experience providing technical support related to CMS health care programs
    • Knowledge of the CMS HPMS program preferred
    • Experience in collaborating with multi-functional teams in Federal Health systems development 
    • Experience with Microsoft Outlook Client, Excel and Word


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