Sr. Technical Information Specialist na ZAI

ZAI has an opportunity for a Sr. 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. Additionally, the Sr. TIS will perform review and analysis of inquiries and calls, perform quality control and quality assurance tasks, conduct research to resolve complex issues, and bring them to resolution. The Sr. TIS will communicate with various team members and government points of contact, document issues, and ensure proper justification for actions is presented when needed. 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 stakeholders
• Ensure timely processing and ticket creation, to include issue recognition, research, isolation, resolution, and follow-up and/or escalation as needed
• Provide support to stakeholders on a variety of issues
  • Continually develop understanding of new regulatory policies, solution codes, resolution steps, and familiarity with the ticketing/telephony system

  • Possess and apply a comprehensive knowledge across key tasks

     

• Resolve complex issues and escalate issues that require subject matter expertise to appropriate team and POCs. 
• Train and advise team members on processes and procedures
• Track issues through resolution, gather statistics, and compile reports
• Conduct research to resolve pending issues and obtain missing information

Required Skills:

• Support stakeholders on a variety of issues
• Excellent analytical skills
• Ability to identify, research, and resolve technical problems
• Ability to respond to telephone calls and email requests for regulatory-related matters
• Ability to demonstrate the correct use of hardware and software
• Comply with helpdesk and government agency policies and procedures
• Document, track, and monitor the issue to ensure timely resolution
• Ability to complete assignments independently and assist others with their assignments when needed
• Possess good written and oral communication skills, suitable for address and manage stakeholders professionally
• Demonstrated exellent customer service skills
• Must be proficient in using computers, demonstrated use of Microsoft Office
   

Essential Education/Certification/Clearance:

• Call center or helpdesk experience - three years of relevant experience
• Security clearance - current or ability to obtain public trust clearance

ZAI 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.