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.

Benefits

healthcare
wellness
financial
retirement
family support
continuing education
time off benefits

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

Tier 1 help desk supportdata submissiondata validationissue triageticket documentation

Soft Skills

communication skillscustomer serviceattention to detailorganizational skillsproactive approach

Certifications

Public Trust clearance