{"id":2391004,"url":"https://alion.io/job/magpie-health-analytics-support-analyst","title":"Support Analyst","company":{"id":449915,"name":"Magpie Health Analytics","domain":"magpiehealthanalytics.com","url":"https://alion.io/company/magpie-health-analytics","size_band":"51-200","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Breezy","truth_index":null},"role":"Support","role_family":"Support","seniority":null,"employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"board_field","remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Baltimore, United States"],"countries":["US"],"hiring_countries":["US"],"hiring_countries_total":1,"salary":null,"salary_estimate":{"min_usd":55000,"max_usd":140000,"period":"year","method":"role_country_seniority_unknown","sample_n":2276},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Agile","optional":true},{"name":"Jira","optional":true},{"name":"ServiceNow","optional":true}],"status":"live","first_seen_at":"2026-10-12T21:03:08Z","employer_posted_date":"2026-10-12","last_verified_at":"2026-10-29T03:14:29Z","board_verified":true,"closed_at":null,"days_open":16,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":16},"description":"Position Purpose\nMagpie 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.\nPrimary Duties & Responsibilities\n Provide application support by phone, email, web form, chat, or approved ticketing system.\nHelp users with account registration, access, navigation, data entry, and submission workflows.\nManage support tickets from intake through resolution or escalation, keeping records current.\nTroubleshoot routine application problems and document steps to reproduce reported errors.\nTrack assigned tickets against service-level expectations and flag urgent or overdue issues.\nSupport the maintenance of FAQs, knowledge articles, troubleshooting guides, and SOPs to help resolve common questions.\nCommunicate approved information about maintenance, outages, application changes, and known issues.\nReview ticket trends, feedback, and support metrics to identify recurring problems.\nShare user issues with product and development teams and recommend practical improvements.\nHelp validate fixes by confirming whether reported user problems have been resolved.\nSupport user onboarding and follow security, privacy, accessibility, and customer-service procedures.\nMinimum Qualifications\nBachelors degree or equivalent combination of education and relevant professional experience.\nExperience troubleshooting web applications and helping users complete business processes.\nExperience managing requests in a ticketing or case-management system.\nAbility to investigate issues, document findings, and coordinate escalations.\nStrong customer service, communication, and problem-solving skills.\nAbility to explain technical issues clearly and handle information securely.\n\nPreferred Qualifications\nExperience supporting CMS, HHS, federal digital services, or healthcare technology.\nExperience supporting enterprise web applications, electronic forms, or reporting systems.\nFamiliarity with authentication, user roles, and secure access 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