Help Desk Specialist
Core
Tier-1 functional help desk supporting federal safety reporting, accident reporting, and regulatory forms for railroads, states, and FRA users.
Role type
Tier-1 Help Desk Specialist
Builds
Maintains knowledge base and tracks incident resolution for federal safety reporting systems
Domain
Federal Government / Regulatory Compliance
Deliverable
dashboards & analysis
Required skills
Ticketing systems, Knowledge base management, Data entry, Phone support, Email support, Regulatory form completion
Preferred skills
ITIL 4 Foundation, HDI Support Center Analyst, BMC Track-It!, Regulated industry support
Responsibilities
Answer 100-150 calls and emails monthly on federal safety reporting rules, Log and track requests in Track-It!, Route technical issues to S-93, Report monthly help desk volume and resolution metrics, Back up intake and receipts logging