User Support Specialist – Surge

Role Overview

• Serve as the first point of contact for NHSN users submitting inquiries through the help desk system (ServiceNow) or email.
• Respond to and resolve Tier 1 help desk tickets, including common and repeat issues related to NHSN enrollment and onboarding; User accounts, access, and roles; Navigation of NHSN applications and reporting modules; Basic data submission and validation questions.
• Provide clear, accurate, and professional responses using approved scripts, SOPs, and knowledge base resources.
• Ensure timely acknowledgment, response, and closure of tickets in accordance with Service Level Agreements (SLAs).
• Assess incoming requests to determine issue type, triage to the appropriate assignment group.
• Accurately document all user interactions, actions taken, and resolutions in the help desk ticketing system.
• Utilize and contribute to NHSN knowledge base articles, job aids, and FAQs to support consistent and efficient issue resolution.
• Identify recurring issues and flag potential documentation gaps or training needs to help desk leadership.
• Provide courteous, patient, and professional customer service to NHSN users with varying levels of technical expertise.
• Communicate NHSN processes, requirements, and guidance in clear, user-friendly language.
• Support a positive user experience by demonstrating responsiveness, empathy, and attention to detail.
• Follow established NHSN SOPs, workflows, and security requirements when handling user inquiries and data.
• Participate in required trainings, meetings, and quality assurance activities related to NHSN user support.

Requirements

• Experience providing Tier 1 help desk or customer support, preferably for a technical or data-driven system.
• Strong written and verbal communication skills.
• Ability to follow established procedures and apply guidance consistently.
• Proficiency with help desk ticketing systems and Microsoft Office applications.
• Ability to manage multiple requests and meet deadlines in a fast-paced environment.
• Must be highly detailed oriented, organized, and proactive.
• Must be able to obtain and hold a Public Trust clearance.

Tech Stack

• ServiceNow

Benefits

• healthcare
• wellness
• financial
• retirement
• family support
• continuing education
• time off benefits