Helpdesk Specialist - Mid-Level

Cognizance Technologies, LLC | Full time

Silver Spring, United States | Posted on 09/25/2026

• Monitor and respond to requests received through
  
  Service
  
  Now queues, shared email, Microsoft Teams chat, telephone, virtual support sessions, and approved in-person channels.
• Gather customer contact information and relevant issue details; capture the request accurately in Service Now; determine impact,urgency, severity, and the appropriate support tier.
• Categorize, prioritize, assign, color-code or otherwise mark, track, and update tickets using established taxonomy,workflows, quality standards, and service procedures.
• Maintain clear ticket ownership, status,troubleshooting history, customer communications, dependencies, next actions,escalation paths, and closure documentation.
• Prioritize time-sensitive requests and provide timely acknowledgment and status updates consistent with applicable service-level expectations.

• Provide Tier 0 support by directing customers to approved training materials, knowledge articles, recordings, guides,demonstrations, FAQs, and other self-service resources.
• Provide Tier 1 support for account creation,study group registration, study and data access, initial tool access,provisioning and software-installation request intake, connectivity and login troubleshooting, and getting-started guidance.
• Provide Tier 2 support, within approved tool-specific boundaries, for issues not resolved at Tier 0 or Tier 1,including advanced troubleshooting, user coaching, analytical-tool guidance,and coordination with analysts or project teams.
• Use phone, email, Microsoft Teams, Zoom, screen sharing, virtual sessions, and periodic desk-side or onsite assistance to guide users and resolve issues.
• Provide general triage for FDA tools or service sand route requests to the appropriate help desk, IT Call Center, project team,or support organization.

• Document Tier 3 issues completely in Service Nowand assign or route them to the responsible FDA, application, development,infrastructure, licensing, provisioning, or project support group.
• Report suspected system bugs in Service Now and,when required by the receiving development team, document and coordinate theissue in Jira.
• Track escalated issues, external dependencies,pause periods, customer actions, Government actions, and resolution progress through closure.
• Coordinate with technical SMEs and project teams while maintaining customer communication and avoiding unsupported scientific,regulatory, or policy determinations.
• Participate in daily analyst check-ins andweekly queue reviews to address complex requests, aging tickets, lessons learned, roadblocks, and next steps.

• Guide users through onboarding to FDA applications, services, training resources, and support channels.
• Provide clear, patient, accurate, and customer-focused assistance to reviewers with varying levels of technical experience.
• Prepare or distribute approved communications regarding outages, maintenance, service changes, new features, training, and operational updates.
• Support customer surveys, feedback collection,Microsoft Forms, Survey Monkey activities, and follow-up communications as assigned.
• Promote user self-sufficiency while recognizing when direct analyst, project-team, or technical support is required.

• Create, maintain, and update SOPs, triage workflows, production support plans, knowledge articles, user guides,quick-reference guides, response templates, contact lists, escalation procedures, and tool-specific support materials.
• Maintain knowledge resources in SharePoint andOneNote and participate in quarterly documentation reviews and updates.
• Capture recurring questions, proven resolutions,support gaps, and lessons learned for incorporation into self-service and analyst resources.
• Support knowledge transfer, shadowing,cross-training, and onboarding of new analysts to preserve operational continuity.
• Apply established quality-control checks so customer-facing content is accurate, clear, accessible, and includes working links.

• Maintain complete, consistent, and reportable
  
  Service
  
  Now data to support operational metrics, trend analysis, SLA monitoring,and Power BI dashboards.
• Identify recurring issues, high-volume request types, customer pain points, knowledge gaps, workflow inefficiencies,…