Help Desk Specialist
About The Position
Audley Consulting Group (ACG) is seeking a full-time Help Desk Specialist / Grant Program Support Specialist (Remote) to support our Federal Government customer at the client location in Rockville, MD. Duties and Responsibilities · Answer Help Desk phone calls and email inquiries, providing support to internal staff and grantee users on a wide range of issues · Respond to telephone, email, chat, and other requests for technical assistance · Document, track, and monitor requests in Salesforce to ensure timely resolution of all inquiries · Analyze, troubleshoot, and test client solutions · Manage a high volume of calls while maintaining service quality · Handle escalated issues professionally and efficiently · Work a flexible schedule with rotating shifts as needed (schedule may vary week to week) Education and Experience · High school diploma required · 1–3 years of demonstrated success in a customer service role · Help Desk or technical support experience preferred Required Skills · Strong customer service orientation · Excellent verbal and written communication skills · Strong interpersonal skills, including active listening and the ability to understand user concerns · Willingness to ask questions and learn quickly · Ability to clearly explain complex or unfamiliar concepts · Ability to work both independently and collaboratively within a team environment · Basic understanding of computer terminology and customer service operations · Working knowledge of IT ticketing systems is a plus
Requirements
- High school diploma required
- 1–3 years of demonstrated success in a customer service role
- Strong customer service orientation
- Excellent verbal and written communication skills
- Strong interpersonal skills, including active listening and the ability to understand user concerns
- Willingness to ask questions and learn quickly
- Ability to clearly explain complex or unfamiliar concepts
- Ability to work both independently and collaboratively within a team environment
- Basic understanding of computer terminology and customer service operations
Nice To Haves
- Help Desk or technical support experience preferred
- Working knowledge of IT ticketing systems is a plus
Responsibilities
- Answer Help Desk phone calls and email inquiries, providing support to internal staff and grantee users on a wide range of issues
- Respond to telephone, email, chat, and other requests for technical assistance
- Document, track, and monitor requests in Salesforce to ensure timely resolution of all inquiries
- Analyze, troubleshoot, and test client solutions
- Manage a high volume of calls while maintaining service quality
- Handle escalated issues professionally and efficiently
- Work a flexible schedule with rotating shifts as needed (schedule may vary week to week)
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
