🌟 Join Our Mission: Remote Technical Support Specialist at Centers for Medicare & Medicaid Services (CMS)

Location: Remote (USA)

Employment Type: Full-time

Salary Range: Competitive, based on experience

Department: Information Systems & Technology Support

About CMS

The Centers for Medicare & Medicaid Services (CMS) plays a critical role in our nation’s healthcare system. We serve more than 140 million Americans through Medicare, Medicaid, the Children's Health Insurance Program (CHIP), and the Health Insurance Marketplace. Our mission is simple yet powerful: to ensure that all Americans have access to high-quality, affordable healthcare services.

At CMS, technology underpins everything we do — from streamlining health records to securing patient data, improving our web portals, and ensuring that healthcare providers and beneficiaries can connect seamlessly with our systems. We are committed to building an IT workforce that is passionate, skilled, and ready to make a difference.

Now, we’re looking for a Remote Technical Support Specialist to join our team and help us power the future of healthcare in America.

About the Role

As a Remote Technical Support Specialist at CMS, you will be a vital part of our frontline IT support team, helping internal staff, healthcare partners, and end users resolve technical issues that impact their ability to deliver critical healthcare services.

You will provide Level 1 and Level 2 technical assistance, guide users through problem-solving processes, escalate complex issues when necessary, and contribute to the overall improvement of our IT support systems. Working remotely, you’ll collaborate with a dynamic, mission-driven team across the country.

This is more than just a tech support role — it’s an opportunity to be part of a meaningful cause. Every problem you solve helps providers deliver better care and helps families access the healthcare they need.

What You’ll Do

✅ Provide Technical Assistance:

• Deliver responsive, empathetic, and effective remote technical support via email, chat, phone, and ticketing systems.
• Troubleshoot hardware, software, and network issues for CMS employees, contractors, and external partners.
• Assist users with accessing CMS systems, resetting passwords, installing software, and navigating technical tools.

✅ Incident Management:

• Accurately log all service requests, incidents, and resolutions in the ticketing system (e.g., ServiceNow or similar platforms).
• Prioritize and escalate critical issues following CMS policies to ensure timely resolutions.

✅ User Training and Guidance:

• Walk users through step-by-step solutions to resolve technical problems independently where possible.
• Create and update user guides, FAQs, and knowledge base articles to empower users and reduce recurring issues.

✅ Collaboration and Escalation:

• Work closely with Tier 2 and Tier 3 support teams to escalate complex issues and follow up on their resolution.
• Participate in cross-functional meetings to improve service delivery, system functionality, and end-user satisfaction.

✅ Continuous Improvement:

• Identify patterns in reported problems and suggest proactive solutions to reduce future incidents.
• Recommend tools, processes, or technology upgrades that would enhance user experience and system performance.

✅ Security and Compliance:

• Ensure all activities comply with CMS policies, HIPAA regulations, and federal cybersecurity standards.
• Participate in mandatory security awareness training and apply security best practices in your daily work.

Who You Are

We are looking for someone who is patient, resourceful, tech-savvy, and committed to public service.

You’re a natural problem solver who enjoys helping people overcome challenges. You bring a balance of technical expertise and excellent interpersonal skills to every interaction, making complex solutions feel accessible and manageable for users.

You might be a perfect fit if you:

• Enjoy finding creative solutions to technical problems.
• Thrive in a remote, fast-paced environment.
• Take ownership of issues and follow them through to resolution.
• Communicate clearly and calmly, even when users are frustrated or stressed.
• Are passionate about making technology work for people — not the other way around!

Qualifications

Required Skills and Experience:

• 2+ years experience in a technical support, IT helpdesk, or similar role.
• Strong knowledge of Windows and Mac operating systems.
• Familiarity with cloud-based tools (e.g., Microsoft 365, Azure AD, Google Workspace).
• Experience with remote troubleshooting tools (e.g., Remote Desktop, Zoom, TeamViewer).
• Understanding of networking basics (VPNs, DNS, Wi-Fi troubleshooting).
• Proficient in ticketing systems such as ServiceNow, Zendesk, or JIRA.
• Excellent written and verbal communication skills.
• Ability to manage multiple issues simultaneously in a high-volume environment.

Preferred Qualifications:

• Previous experience supporting government systems or working in the healthcare sector.
• Basic understanding of cybersecurity principles.
• ITIL Foundation certification or equivalent.
• CompTIA A+, Network+, or similar certifications.
• Knowledge of Section 508 Accessibility Standards.

Benefits of Working with CMS

At CMS, you’ll enjoy the stability and mission-driven work of a federal agency combined with the flexibility and innovation of a modern remote workplace.

Our benefits include:

• Flexible work schedules and 100% remote work option
• Competitive federal salary and benefits package
• Generous paid time off (vacation, sick leave, federal holidays)
• Health, dental, vision, and life insurance
• 401(k) and federal retirement plans
• Professional development, certifications, and training reimbursement
• Supportive, inclusive, and diverse team culture
• Opportunity to make a meaningful impact on millions of lives across the U.S.

Diversity, Equity, and Inclusion

At CMS, we believe that a diverse team is a strong team. We are committed to building an inclusive workplace where people of all backgrounds, identities, and abilities are valued and respected.

We encourage applications from individuals of all races, ethnicities, genders, religions, disabilities, sexual orientations, and veteran statuses.

Let’s shape the future of healthcare — together. 💙

Apply today and join a team where your skills help make healthcare better for everyone.