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User Support Specialist

Great User Support opportunity. 


Job Description: The employee will support activities associated with client by triaging calls, researching standard and less complex problems and questions, responding with answers or interventions, providing on site assistance, tracking calls, and analyzing call data for trends and common system problems.  


Triage and route incoming emails using electronic and written resources.  The triaging entails a complex and varied sorting process requiring knowledge of type of health data produced by client and personnel assigned to that program area.
Answer user requests when possible or route e-mails to Health Communications Specialists.
Record and track emails to ensure timely response.
Update and maintain internal NCHS SharePoint database for tracking inquiries and prepare SharePoint reports (export into Excel worksheet) for distribution.
Respond to publication inquiry fulfillment requests by researching, pulling, mailing publications. Also, fulfill publication and information product requests for  staff.
Assist in the management of warehouse inventories of NCHS publications and information products.
Prepare weekly fulfillment activity reports associated with publication data requests.
Assist in the management of NCHS publication/archive rooms.  Receive, organize (shelf inventory), and maintain publications and information products. Schedule laborers to assist in moving heavy materials from shelved inventory.
Assist as needed with the re-organization of the NCHS publication and archive (historical) file rooms. Make recommendations on alternative approaches to organization, archiving, and reporting.
Update and maintain database of NCHS on-site holdings.  Prepare weekly reports of publication releases and on-site quantities.
Contact CDC offices by telephone to obtain updated mailing address information.


Excel is most critical and most frequently used - need Intermediate to Advanced level.
Access is 2nd in importance
SharePoint, the person needs just a basic understanding - they will NOT be setting up or modifying SharePoint websites or doing programming; they will just be adding data to the site and downloading data; and this is least frequently used.
The candidate must be well organized, be able to construct professional emails/memos/correspondence in response to inquiries, and have good grammar.
The candidate must have thorough knowledge of Microsoft Outlook - setting up folders/organizing information and scheduling meetings are important.
Education level - H.S. diploma required, Associates degree preferred. More important is the skill level.

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