Help Desk Specialist

About us:

BDR Solutions, LLC, (BDR) supports the U.S. Federal Government in successfully achieving its mission and goals. Our service and solution delivery starts with understanding each client’s end-state, and then seamlessly integrating within each Agency’s organization to improve and enhance business and technical operations and deployments.

(Military Veterans are highly encouraged to apply)

Role Overview:

Primary point of contact for railroads, states, and FRA users with questions about accident reporting, grade crossing inventory, and regulatory forms. This is a Tier-1 functional help desk: technical, account, and system issues.

Responsibilities:

• Answer 100 to 150 calls and emails per month on federal safety reporting rules, form completion, and data entry questions.
• Log, prioritize, and track every request in Track-It! through final disposition; maintain the knowledge base.
• Route technical platform, connectivity, and identity issues to S-93; escalate policy questions to FRA SMEs through the COR.
• Report monthly help desk volume and resolution metrics.
• Back up intake and receipts logging during slow periods.

Required Minimum Qualifications:

• Associate degree or equivalent experience.
• 3+ years in help desk or customer support, including ticketing and knowledge base management.
• Clear written and phone communication with external stakeholders.
• U.S. citizen or lawful permanent resident; able to pass a DOT background investigation.

Nice to Have Qualifications:

• ITIL 4 Foundation; HDI Support Center Analyst.
• BMC Track-It! experience.
• Experience supporting regulated industries or government reporting programs

In addition, U.S Citizenship is required. Select applicants will be subject to a government security investigation and must meet eligibility requirements for access to classified information and be able to obtain a government-granted security clearance. Individuals may also be subject to a background investigation including, but not limited to criminal history, employment and education verification, drug testing, and creditworthiness.

BDR Solutions is an Equal Opportunity Employer–Protected Veterans, Individuals with Disabilities or any other basis protected by law, ordinance, or regulation. For individuals with disabilities who would like to request an accommodation, please contact TalentAcquisition@bdrsolutionsllc.com.

This position is contingent upon contract award. Employment is not guaranteed and will proceed only if the associated contract is awarded and funded.

The compensation range for this position is $50,000 - $80,000. Compensation decisions depend on a wide range of factors, including but not limited to location, skill sets, experience and training, security clearances, licensure and certifications, and other business and organizational needs.