User Support Specialist

A company is looking for a User Support Specialist (Surge) to provide assistance and support to users of the National Healthcare Safety Network (NHSN).

Key Responsibilities

Serve as the first point of contact for NHSN users, addressing inquiries and resolving Tier 1 help desk tickets

Document user interactions and ensure timely acknowledgment and closure of tickets in accordance with Service Level Agreements (SLAs)

Provide professional customer service and support a positive user experience by following established procedures and guidelines

Required Qualifications

Experience providing Tier 1 help desk or customer support for technical or data-driven systems

Proficiency with help desk ticketing systems and Microsoft Office applications

Ability to manage multiple requests and meet deadlines in a fast-paced environment

Must be highly detail-oriented, organized, and proactive

Must be able to obtain and hold a Public Trust clearance