DSFederal · 6 hours ago

Senior Technical Assistant

United States

Full-time

Remote

Senior Level

5+ years exp

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Responsibilities

Help with access to user’s account or reset a password

Assistance with unzipping password-protected files

Troubleshooting downloading files from the site

How to submit applications

How to access and submit Data Use Agreements (DUAs)

Maintain the Technical Assistance Implementation Guide that describes the technical assistance activities noted above and the approach to providing technical assistance.

Detail on how the Technical Assistance staff will access the user support email box and technical assistance queries.

Detail on how the Technical Assistance staff will respond to technical assistance via e-mail and ensure that all inquiries are auto-acknowledged within a 24 hour period and resolved within two business days of receipt of a user’s question; and within one business day of simple requests such as resetting passwords or availability of databases.

Establishment of operations, procedures, and responses in providing technical assistance for efficiently and effectively answering queries.

Procedures shall include a routing protocol to route inquiries to the appropriate level of staff and other triaging strategies and using standardized responses.

The routing protocol shall include criteria for designating and handling priority and data use requests.

Detail how the Technical Assistance staff shall respond quickly to high priority requests, usually within one business day, and include senior level staff oversight.

The plan shall include how and when the Technical Assistance staff will inform the program owner about the status of technical assistance requests and applications from these groups.

How the Technical Assistance staff plans to catalog and track user inquiries to be able to gain feedback for the website, provide consistent responses, and provide statistics on technical assistance requests.

Details on how the existing technical assistance web pages will be maintained and updated, including the frequently asked questions (FAQs) and standard responses.

Qualification

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Technical assistance supportSOP documentationUser inquiries managementCollaboration skills