The Help Desk Specialist is responsible for providing user support for a hotline that provides user support to website users.

All candidates must be able to undergo a federal background investigation.

Duties include:

Provide phone and email support to users
Employ the Help Desk module of the website to track and manage help desk tickets from users
Provide Tier 1 and Tier 2 support to users and escalate Tier 3 issues
Provide documentation support for the website application
Contribute the development of training videos, as necessary

Experience and Education:

Performs work under general supervision
Handles complex issues and problems, and refers more complex issues to more experienced staff
Experience providing help desk support, including troubleshooting user issues
Working knowledge of Microsoft operating system, Windows environment, and web applications
Requires bachelor's degree
Requires at least 5 years of experience

Expertise (Required):

Strong customer service skills
Excellent communication skills
Excellent analytical and troubleshooting skills
Ability and desire to provide excellent customer service to internal and external customers

Additional Expertise (Desired but not mandatory):

Grants management

EOE M/F/Disability/Vet