User Support Specialist

Bethesda, Maryland
Jul 13, 2017
Aug 17, 2017
Full Time

User Support Specialist

Computercraft seeks a highly skilled individual to provide application support and document processing expertise to the NIH Manuscript Submission (NIHMS) group, part of the Public Access initiative at the National Institutes of Health (NIH). The National Library of Medicine, NIH maintains a free and publicly accessible database archive of peer-reviewed research publications resulting from NIH-funded research. The individual would provide direct assistance to users wishing to submit manuscripts to the NIH Manuscript Submission System.

The successful candidate will work onsite at the National Institutes of Health (NIH) in Bethesda, Maryland with experts from NIH’s National Center for Biotechnology Information (NCBI) in the National Library of Medicine.

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.

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.

To apply for this position or learn about other Computercraft job opportunities, please visit the Careers section of our website: 

Computercraft offers a competitive salary, excellent benefits package, the opportunity for excellent work-life balance with a standard 40 hour work week and the chance to work with accomplished professionals at NIH/NCBI. 

Computercraft is an equal opportunity employer. 

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