Help Desk Specialist I
Rockville, MD
Job Type

  Proactively assists customers by phone and email in solving problems with their use of agency systems and tracking the status of issues with ServiceNow ticketing system
 Providing reporting and summaries of activity through ServiceNow system
· Provide direct customer service support to applicants seeking employment with this Federal agency, including providing updates on their status in the process and resolving issues in the application process
· Strong customer service focus required with excellent verbal and written communication skills required
· Documents procedures and learnings in knowledge base.
· Establishes and maintains comprehensive records of work performed.
· Produces weekly summary activity report pulling metrics and data from ServiceNow
· Candidate should be able to translate business requirements into technical requirements
· Creates business process workflow diagrams
· Must be a team player with multi-tasking and excellent customer service skills
· Able to communicate with technical team members
· Provide end-user assistance
· Provide trainings to end users to support the clients
· Performs other related duties as assigned
· Respond to phone calls and emails in a timely and efficient manner


The ideal candidate will have 0-2 years of related experience or combined educations and skills.  A degree is not required nor preferable. The candidate should also have superior written, verbal, and presentation and communication skills, and strong computer skills (Microsoft Office Suite). In addition, familiarity and experience with ServiceNow or similar ticketing system is preferred.

Salary Description
$47,500.00 - $51,000.00