Help Desk Specialist

Job Summary:

The Help Desk Lead / Specialist provides dedicated customer support for railroad accident reporting and grade crossing reporting programs. This role involves managing and resolving customer inquiries, tracking support tickets, and offering guidance to railroads and stakeholders to ensure accurate and timely reporting.

Responsibilities:

• Handle 100-150 customer contacts monthly related to railroad accident and grade crossing reporting.
• Track, manage, and resolve support tickets efficiently using ticketing systems.
• Provide guidance and support for reporting processes to railroads and stakeholders.
• Escalate complex issues to appropriate teams or management.
• Maintain and update knowledge articles to support customer self-service and internal use.

Required Skills & Certifications:

• Experience in Help Desk or Service Desk environments.
• Proficiency with ticketing systems for issue tracking and resolution.
• Strong customer support and communication skills.

Preferred Skills & Certifications:

• Knowledge of Federal Railroad Administration (FRA) reporting requirements.

Special Considerations:

• Ability to manage a high volume of customer contacts and tickets.

Scheduling:

• Standard business hours with potential for extended availability depending on support needs.