Help Desk Specialist

BDR Solutions • Washington, DC

17d

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 end-state 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 handling 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 compensation 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. citizenship or lawful permanent resident status; the posting also states that U.S. citizenship is required.
• Ability to pass a DOT background investigation.
• Selected applicants will be subject to a government security investigation, must meet eligibility requirements for access to classified information, and must be able to obtain a government-granted security clearance.
• May be subject to a background investigation including 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 each 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree