Job Details

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)

Education and Experience

• High school diploma required

• 1-3 years of demonstrated success in a customer service role

• Help Desk or technical support experience preferred

Required Skills

• 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

• Working knowledge of IT ticketing systems is a plus

Alan Shah Senior Recruitment Professional

...@audleyconsultinggroup.com (703) ###-####

www.audleyconsultinggroup.com