Technical Information Specialist

Technical Information SpecialistZAI has an opportunity for a Technical Information Specialist for our project located in College Park, MD. The qualified candidates will support a helpdesk by addressing inquiries and requests for assistance received via phone calls and emails. The successful candidate will conduct him/herself in a professional manner, open a helpdesk ticket to record the inquiry details, provide a resolution for the inquiry, assign the solution code, and track the ticket through resolution. The successful candidate will work as part of a team and be required to manage workload volumes independently.Roles and Responsibilities Include:Respond to and diagnose problem through discussion with stakeholdersEnsure timely processing and ticket creation, to include issue recognition, research, isolation, resolution, and follow-up and/or escalation as neededProvide support to stakeholders on a variety of issuesContinually develop understanding of new regulatory policies, solution codes, resolution steps, and familiarity with the ticketing/telephony systemPossess and apply a comprehensive knowledge across key tasksRequired Skills:Support stakeholders on a variety of issuesAbility to identify, research, and resolve technical problemsAbility to respond to telephone calls and email requests for regulatory-related mattersAbility to demonstrate the correct use of hardware and softwareComply with helpdesk and government agency policies and proceduresDocument, track, and monitor the issue to ensure timely resolutionAbility to complete assignments independently and assist others with their assignments when neededPossess good written and oral communication skills, suitable for address and manage stakeholders professionallyDemonstrated excellent customer service skillsMust be proficient in using computers, demonstrated use of Microsoft OfficeEssential Education/Certification/Clearance:Call center or helpdesk experience - three years of relevant experienceSecurity clearance - current or ability to obtain public trust clearanceZAI is an equal opportunity employer. In compliance with Federal and State Equal Opportunity Laws, qualified applicants are considered for all positions applied for without regard to race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, veteran status or any other legally protected status.