> Markdown version of [/jobs/ext/3039577-service-desk-representative-tier-1](https://www.wearedevelopers.com/jobs/ext/3039577-service-desk-representative-tier-1). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md).

---

# Service Desk Representative - Tier 1

- **Company:** Kisco Senior Living, LLC
- **Location:** Gaithersburg, MD, United States
- **Salary:** $40,560.0 - $43,680.0
- **Contract:** Permanent contract
- **Skills:** Ethernet, Internetworking, Software Requirements Analysis, Wi-Fi Technology, Servicenow
- **Published:** September 23, 2026
- **Apply:** https://www.careerjet.com/job/us8de6b0e3e08322f396e5d5cc1bb57a72/eaa

## About the Role

* 1+ years of experience in a high-volume call center is required.
 * 1+ year of experience utilizing computer-based platforms, including enterprise tools for ticket/case management and telephony operations
 * Ability to pass a federal background check and maintain required program clearance
 * Must have lived in the United States for at least 3 of the past 5 years
 * Strong verbal and written communication skills, active listening, and a customer-first mindset .
 * Ability to work independently, manage time effectively, and meet performance metrics.
 * Ability to multitask while maintaining attention to detail and professionalism.
 * Candidates must be able to obtain and maintain a Public Trust clearance
 * Candidates must have lived in the United States 3 out of the past 5 years, * 1 plus years of experience in the health industry/health insurance domain is preferred but not required.
 * Experience serving CMS or US Federal Government Helpdesk/ServiceDesk., * High school Diploma or Equivalent

## Description

* Provide courteous, timely, and accurate Tier 1 support for a variety of inquiries related to the program support received via phone and / or email.
 * Attains a minimum of 85.1% of working hours each day in an available state while logged into the telephone ACD queue; must log in promptly at designated work hours
 * Assist users with account access support, including password resets, account unlocks, and troubleshooting login issues across applications.
 * Accurately log all user interactions in ServiceNow, assigning tickets to the appropriate internal groups or escalating to Tier 2 support as necessary.
 * Follow documented workflows and escalation procedures to ensure service levels and compliance standards are met.
 * Ensure protection of sensitive information and uphold all HIPAA and federal security standards.
 * Participate in regular training, quality assurance sessions, and process updates, * Maintain a designated, distraction-free home workspace to support professional call handling and confidentiality.
 * Ensure high-speed internet connectivity, either via hardwired Ethernet or stable Wi-Fi, that meets minimum system requirements.
 * Internet Speed: 25/5 Mbps minimum; 50/10 Mbps recommended if shared
 * Connection: Wired (cable/fiber) preferred
 * Not Recommended: Hotspots, wireless home internet, satellite
 * Device Setup: Ethernet connection preferred; Wi-Fi acceptable if stable, Job Description: The Front Desk Representative @ The Carnegie provides exceptional customer service via the front desk to establish a warm, secure and friendly atmosphere in the …
 + 5 days ago, Job Description: The Front Desk Representative @ The Carnegie provides exceptional customer service via the front desk to establish a warm, secure and friendly atmosphere in the …
 + 9 days ago
+


## Related Videos

- [The Gashlycrumb Tinies of AI Networking You Must Know (or Languish!)](https://www.wearedevelopers.com/videos/2067-the-gashlycrumb-tinies-of-ai-networking-you-must-know-or-languish)
- [Applying Agile Principles to Incident Management ](https://www.wearedevelopers.com/videos/101-applying-agile-principles-to-incident-management)
- [Docker network without Docker](https://www.wearedevelopers.com/videos/1418-docker-network-without-docker)
- [AI in Production: applied AI & enterprise use cases](https://www.wearedevelopers.com/videos/100130-ai-in-production-applied-ai-enterprise-use-cases)
- [Building a hypercar from scratch](https://www.wearedevelopers.com/videos/607-building-a-hypercar-from-scratch)
- [Robots are coming into the wild! Full-Stack Robotics Engineers, be ready!](https://www.wearedevelopers.com/videos/479-robots-are-coming-into-the-wild-full-stack-robotics-engineers-be-ready)

## Related Articles

- [Highest Paying Tech Companies for Developers](https://www.wearedevelopers.com/magazine/220-highest-paying-tech-companies-for-developers)
- [How We Built a Worry-Free System That Runs for 10+ Years – And What We’d Do Again](https://www.wearedevelopers.com/magazine/751-how-we-built-a-worry-free-system-that-runs-for-10-years-and-what-we-d-do-again)
- [Why Attend a Developer Event in 2026?](https://www.wearedevelopers.com/magazine/688-why-attend-a-developer-event-in-2026)
- [Fully Remote Software Engineer Jobs](https://www.wearedevelopers.com/magazine/447-fully-remote-software-engineer-jobs)
- [Best Paying Remote Jobs](https://www.wearedevelopers.com/magazine/255-best-paying-remote-jobs)
- [Where to Find Entry-Level Software Engineering Jobs](https://www.wearedevelopers.com/magazine/397-where-to-find-entry-level-software-engineering-jobs)