Support Analyst

Position Purpose

Magpie Health Analytics is seeking a Support Analyst to provide support for digital applications and services supporting the federal healthcare clients. The role helps users access applications, navigate workflows, and resolve routine issues. The Support Analyst will manage support tickets, troubleshoot problems, and escalate issues that require specialized help. The role also identifies recurring problems and works with technical teams to improve user guidance and application support.

Primary Duties & Responsibilities

• Provide application support by phone, email, web form, chat, or approved ticketing system.
• Help users with account registration, access, navigation, data entry, and submission workflows.
• Manage support tickets from intake through resolution or escalation, keeping records current.
• Troubleshoot routine application problems and document steps to reproduce reported errors.
• Track assigned tickets against service-level expectations and flag urgent or overdue issues.
• Support the maintenance of FAQs, knowledge articles, troubleshooting guides, and SOPs to help resolve common questions.
• Communicate approved information about maintenance, outages, application changes, and known issues.
• Review ticket trends, feedback, and support metrics to identify recurring problems.
• Share user issues with product and development teams and recommend practical improvements.
• Help validate fixes by confirming whether reported user problems have been resolved.
• Support user onboarding and follow security, privacy, accessibility, and customer-service procedures.

Minimum Qualifications

• Bachelors degree or equivalent combination of education and relevant professional experience.
• Experience troubleshooting web applications and helping users complete business processes.
• Experience managing requests in a ticketing or case-management system.
• Ability to investigate issues, document findings, and coordinate escalations.
• Strong customer service, communication, and problem-solving skills.
• Ability to explain technical issues clearly and handle information securely.

Preferred Qualifications

• Experience supporting CMS, HHS, federal digital services, or healthcare technology.
• Experience supporting enterprise web applications, electronic forms, or reporting systems.
• Familiarity with authentication, user roles, and secure access procedures.
• Experience with Jira, ServiceNow, Salesforce, or similar support platforms.
• Experience working with Agile development and testing teams.
• Experience using help desk metrics to improve support.