User Support Specialist I
Temp then Perm
Location: Hyattsville, MD
Salary - $36 - $41K
Must be proficient in Excel & MS Outlook and minimum of Associate's degree
Supports users of information systems by triaging calls, researching standard and less complex problems and questions, responding with answers or interventions, providing on site assistance, tracking calls, and analyzing call data for trends and common system problems. May serve in help desk capacity providing phone and in-person support to users in the areas of software, peripherals, etc. problems; and serves as the initial point of contact for troubleshooting and resolving these problems.
Detailed Info: The employee will support activities by receiving inquiries in a number of ways including direct mail, phone calls, and e-mails. Inquiries include requests publications and other marketing products, and mailing list additions and changes. The majority of these inquiries are funneled through the Call Center.
Route incoming emails using electronic and written resources.
Answer user requests when possible or routes e-mails.
Record and track emails forwarded to ensure timely response.
Update and maintain internal SharePoint database for tracking inquiries.
Prepare SharePoint reports (export into Excel worksheet) for distribution.
Respond to publication inquiry fulfillment requests by researching, pulling, mailing publications. Also, fulfill publication and information product requests for staff.
Assist in the management of warehouse inventories of publications and information products.
Submit staff warehouse publication order requests via the ordering system in support of conferences. Maintain delivery schedules in accordance with negotiated time requirements established with manager.
Prepare weekly fulfillment activity reports associated with publication data requests.
Assist in the management of publication/archive rooms. Receive, organize (shelf inventory), and maintain publications and information products. Schedule laborers to assist in moving heavy materials from shelved inventory.
Perform other duties as needed related to the maintaining the publication and archived files.
Education: Associates Degree
Experience: 3 years related experience
Technical Skills: Proficient in Excel, SharePoint and MS Outlook