Help Desk Specialist

PRNX • Rockville, MD

12h • Remote

About The Position

Audley Consulting Group (ACG) is seeking a full-time Help Desk Specialist / Grant Program Support Specialist (Remote) to support our Federal Government customer at the client location in Rockville, MD. Duties and Responsibilities · Answer Help Desk phone calls and email inquiries, providing support to internal staff and grantee users on a wide range of issues · Respond to telephone, email, chat, and other requests for technical assistance · Document, track, and monitor requests in Salesforce to ensure timely resolution of all inquiries · Analyze, troubleshoot, and test client solutions · Manage a high volume of calls while maintaining service quality · Handle escalated issues professionally and efficiently · Work a flexible schedule with rotating shifts as needed (schedule may vary week to week)

Requirements

• High school diploma required
• 1–3 years of demonstrated success in a customer service role
• Strong customer service orientation
• Excellent verbal and written communication skills
• Strong interpersonal skills, including active listening and the ability to understand user concerns
• Willingness to ask questions and learn quickly
• Ability to clearly explain complex or unfamiliar concepts
• Ability to work both independently and collaboratively within a team environment
• Basic understanding of computer terminology and customer service operations

Nice To Haves

• Help Desk or technical support experience preferred
• Working knowledge of IT ticketing systems is a plus

Responsibilities

• Answer Help Desk phone calls and email inquiries, providing support to internal staff and grantee users on a wide range of issues
• Respond to telephone, email, chat, and other requests for technical assistance
• Document, track, and monitor requests in Salesforce to ensure timely resolution of all inquiries
• Analyze, troubleshoot, and test client solutions
• Manage a high volume of calls while maintaining service quality
• Handle escalated issues professionally and efficiently
• Work a flexible schedule with rotating shifts as needed (schedule may vary week to week)

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED