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User Support Specialist

Location: Bethesda, Maryland
Job # 9348709
Date Posted: 05-23-2017 11:13 am

Ariadne seeks a User Support Specialist to support the National Institutes of Health (NIH). This opportunity is permanent, full-time, and it is on site in Bethesda/Rockville, MD.

 General Qualifications
  • Minimum Education Requirement: Bachelor’s degree.
  • Two years experience in a customer service environment.
  • Familiarity with online publications, specifically electronic journals or books.
  • Positive attitude; displays flexibility and patience in a high-volume work environment.
 Required Skills
  • Demonstrated experience working effectively as a member of a team.
  • Ability to effectively communicate technical and non-technical information to researchers and data providers.
  • Ability to work with complex, detailed information and make decisions based on that information — that is, think analytically.
  • Excellent verbal and written communication skills.
  • Excellent organizational skills.
  • Familiarity with general computer applications.
 Desired Skills
  • Experience working in a ticketing system such as Request Tracker or Parature.
  • Experience managing production workflow of an online publication.
  • Knowledge of XML.
  • Experience with UNIX/Linux in a data production environment.
Job Responsibilities
  • Providing accurate and timely application support via e-mail and over the phone to users contacting the help desk.
  • Communicating with authors of scientific and medical research articles.
  • Tracking and managing submitted research articles.
  • Quality assurance and troubleshooting.

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