Think Tank, inc., has an immediate need for a non-retail customer service expert to fill a Help Desk Trainee position for financial and administrative software support. The work is for a project with the National Oceanic and Atmospheric Administration (NOAA) supporting the Financial System Division (FSD) Client Services Branch Help Desk. The work location for this position is in Germantown, Maryland. This position requires a background check for issuing a government ID to work at the government facility. Basic requirements for the Help Desk Trainee position include:. A minimum of 1 year of experience with customer service or financial and administrative systems.. Experience with financial/administrative applications or help desk operations is desired. The Help Desk Trainee will serve as a trainee, learning Department of Commerce and NOAA specific applications in order to support end-users of Federal financial, acquisitions, and /or travel systems. The Help Desk Trainee will work closely with Help Desk Analysts and Assistants to correctly identify problems and issues and recommend corrective action. The Help Desk Trainee will record required documentation in help desk software. The Help Desk Trainee will interact with customers and other client services staff on a regular basis and demonstrate effective customer service and oral/written communication skills. Responsibilities and duties for the Help Desk Trainee include: . Conducting and/or participating in management studies for strategic planning and workflow management to provide recommendations to NOAA CFO/FO/FSD management in the form of oral presentations or written documentation;. Providing client service assistance in a professional manner to assist users in the functional use of supported applications;. Supporting help desk operations:. Providing a prompt response to all user reported problems reported via telephone or email;. Entering data into HEAT help desk software, including details of reported problem/issue, date, diagnosis, actions taken, and other pertinent details;. Updating and closing tickets promptly when problems are resolved;. Conducting research and analysis of problems/issues encountered by end-users;. Maintaining required documentation;. Working with appropriate functional/technical staff to elevate complex issues to Tier 2 level.. Coordinating and supporting efforts to ensure adequate coverage during help desk operational hours, particularly during peak periods and during the end of the fiscal year;. Providing support via telework, on an as-needed basis with applicable approval;. Assisting with development of knowledge base to enhance client support capabilities;. Supporting training efforts:. Providing input on training materials, scenario-based exercises, and user aids, based on knowledge of NOAA's systems/applications and experience with recurring help desk problems;. Assisting Client Services Training efforts, including virtual and classroom training, which may include demonstrations and/or hands-on exercises;. Reviewing e-learning applications and provide feedback based on help desk experience.