What are the responsibilities and job description for the Cancer Trials Support Unit (CTSU) Helpdesk Specialist (Non-IT related) position at EDJ Associates,?
Job Description
Job Description
Description
The CTSU Helpdesk Specialist supports the National Cancer Institute and is responsible for responding to inquiries from clinical research sites and other stakeholder organizations. This position works both independently and collaboratively with other project staff to provide timely and accurate response per project procedures. This is a hybrid position (remote 2 days per week) with normal service hours of Monday to Friday, 9 : 00 am to 5 : 30 pm ET in the Rockville, MD office.
Key Responsibilities
- Respond accurately to phone calls and emails in timeframes outlined in the project procedures
- Provide accurate and complete documentation of inquiries and resolutions in the issue tracking system.
- Escalate inquiries as necessary to other resources and ensure clients receive timely follow up and resolutions.
- Track and monitor responses to client inquiries and problems.
- Develop and maintain familiarity with project applications, procedures, and business rules.
- Provide support for other project communication activities and review of website content.
Skills, Knowledge and Expertise
