Description

DSFederal Inc, is seeking for an experienced Help Desk/User Support Specialist to support the technical assistance activities and maintain the Technical Assistance Implementation Guide that describes approaches for diverse support categories. In this role, you will assist with addressing user inquiries and requests through the mailbox, coordinate escalations from Tier 1 to Tier 2, and manage the tickets in the helpdesk system. The responsibility also includes providing guidance to other technical assistance staff.

Job Duties/Responsibilities

Requests for technical assistance can be diverse and include such issues as:

• Help with access to user’s account or reset a password
• Assistance with unzipping password-protected files
• Troubleshooting downloading files from the site
• How to submit applications
• How to access and submit Data Use Agreements (DUAs)
• Maintain the Technical Assistance Implementation Guide that describes the technical assistance activities noted above and the approach to providing technical assistance.
  
  

The Guide shall consider staffing, technology, and documentation needs to include the following:

• Detail on how the Technical Assistance staff will access the user support email box and technical assistance queries.
• Detail on how the Technical Assistance staff will respond to technical assistance via e-mail and ensure that all inquiries are auto-acknowledged within a 24 hour period and resolved within two business days of receipt of a user’s question; and within one business day of simple requests such as resetting passwords or availability of databases.
• Establishment of operations, procedures, and responses in providing technical assistance for efficiently and effectively answering queries.
• Procedures shall include a routing protocol to route inquiries to the appropriate level of staff and other triaging strategies and using standardized responses.
• The routing protocol shall include criteria for designating and handling priority and data use requests.
• Detail how the Technical Assistance staff shall respond quickly to high priority requests, usually within one business day, and include senior level staff oversight.
• The plan shall include how and when the Technical Assistance staff will inform the program owner about the status of technical assistance requests and applications from these groups.
• How the Technical Assistance staff plans to catalog and track user inquiries to be able to gain feedback for the website, provide consistent responses, and provide statistics on technical assistance requests.
  
  

Details on how the existing technical assistance web pages will be maintained and updated, including the frequently asked questions (FAQs) and standard responses

Requirements

Experience Required

• Minimum of 5 years of experience in providing technical assistance support.
• At least 3 years of experience creating user support SOP documentation
  
  

Technical Skills Required

Required Skills:

• Excellent communication and collaboration skills.
• Strong written skills to create SOP documentation
• Ability to troubleshoot and resolve user issues promptly.
• Capacity to prioritize tasks and work effectively in a fast-paced environment.
  
  

Education Required:

Bachelor’s Degree

Who We Are:

DSFederal is a leader in health IT and data analytics that delivers innovative solutions to improve healthcare delivery and address critical challenges, including cancer surveillance, HIV/AIDS, maternal and child health, and COVID-19 emergency response. Our highly experienced professionals serve over 50 different federal clients on over 80 projects. Our people are united by one mission to improve human life through transformative solutions. www.dsfederal.com.

What We Can Offer You:

DSFederal attracts the best people in the business with our competitive benefits package that includes medical, dental and vision coverage, 401k plan with employer contribution, paid holidays, vacation, and more. If you enjoy being a part of a high performing, professional services, and technology-focused organization, we encourage you to apply!

Our Mission: Improve human life through transformative solutions.

Our Core Values: Integrity, People First, Disciplined Business Practices, Customer Centric, Value Creation

EEO Statement: DSFederal is an Equal Opportunity / Affirmative Action employer. All qualified applicants will receive

consideration for employment without regard to race, color, religion, sex, national origin, disability, or protected veteran status.

E-Verify Statement

DSFederal utilizes the E-Verify program for every potential new hire. This makes it possible for us to confirm that every employee who works for DSFederal is eligible to work in the United States. To learn more about E-Verify you can call 1-800-255-7688 or visit their website by clicking the logo below. E-Verify® is a registered trademark of the United States Department of Homeland Security

Instruction:

To apply for the position, please submit an application package that includes a one-page bio and resume. The bio and resume must include your experience related to the skills and qualifications necessary for this position.