Information Specialist

Job Title: Helpdesk Technician

Responsible for communicating with federal government licensees by answering incoming calls and responding to online inquiries to the licensing support hotline

Responsible for registering user accounts, assisting callers with applications, and educating callers by providing general information on federal rules, policies and procedures

Responsible for logging calls into an incident management system and making outbound calls to follow-up on open inquiries

Assist the management team with new hire training and supporting existing staff in the handling of their calls and cases

Required Skills: 
Must be a US Citizen or Green Card Holder per contract

Must be able to obtain a Public Trust Clearance

Must have a High School Diploma

Excellent customer service practices

Excellent attendance record with the ability to be flexible

Ability to interpret and apply applicable rules, policies, and procedures

Ability to prepare written documents using correct punctuation, grammar, and spelling