Help Desk Specialist
About The Position
BDR Solutions, LLC (BDR) supports the U.S. Federal Government in achieving its mission and goals by understanding each client’s desired outcomes and integrating with agencies to improve business and technical operations and deployments. The Help Desk Specialist is the primary point of contact for railroads, states, and Federal Railroad Administration (FRA) users seeking assistance with accident reporting, grade crossing inventory, and regulatory forms. This is a Tier-1 functional help desk role covering technical, account, and system issues. The position is contingent upon contract award; employment is not guaranteed and will proceed only if the associated contract is awarded and funded. The compensation range is $50,000–$80,000, with decisions based on factors including location, skills, experience, training, security clearances, licensure, certifications, and business needs. Military veterans are highly encouraged to apply.
Requirements
- Associate degree or equivalent experience.
- At least 3 years of help desk or customer support experience, including ticketing and knowledge base management.
- Clear written and phone communication with external stakeholders.
- U.S. citizen or lawful permanent resident and able to pass a DOT background investigation.
- U.S. citizenship is required; select applicants are subject to a government security investigation and must meet eligibility requirements for access to classified information and be able to obtain a government-granted security clearance.
- Individuals may be subject to a background investigation that may include criminal history, employment and education verification, drug testing, and creditworthiness.
Nice To Haves
- ITIL 4 Foundation certification.
- HDI Support Center Analyst certification.
- BMC Track-It! experience.
- Experience supporting regulated industries or government reporting programs.
Responsibilities
- Answer 100 to 150 calls and emails per month about federal safety reporting rules, form completion, and data entry questions.
- Log, prioritize, and track every request in Track-It! through final disposition, and maintain the knowledge base.
- Route technical platform, connectivity, and identity issues to S-93.
- Escalate policy questions to FRA subject matter experts through the COR.
- Report monthly help desk volume and resolution metrics.
- Back up intake and receipts logging during slow periods.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
