User Support Specialist 3

User Support Specialist 3

Job Category: Information Technology

Time Type: Full time

Minimum Clearance Required to Start: NACI

Employee Type: Regular

Percentage of Travel Required: None

Type of Travel: None

What You'll Get to Do:

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The Division of Healthcare Quality Promotion's (DHQP) Surveillance Branch seeks a detail-oriented user support specialist with superior interpersonal, organizational and communications skills to provide support to the National Healthcare Safety Network (NHSN) Program. The NHSN user support specialist will provide assistance to system users by addressing questions and resolving issues related to participation in NHSN.

Specific responsibilities of the user support specialist include:

• Provide user support to DHQP and its constituents by performing a variety of clearinghouse functions and activities
• Serve as subject matter expert for the operations (enrollment and participation) of the NHSN Help Desk.
• Serve as the initial DHQP representative to inquiries (emails, letters) from the general public, state and local health departments, and hospitals regarding healthcare associated infections and/or the protection of healthcare workers.
• Work with team lead to collect and report out metrics for the support desk; will help to help maintain user support dashboard and produce reports for leadership
• Triage incoming specific inquiries (via email from state and local health departments, hospitals, and other government agencies) for interpretation of guidelines and recommendations, broadly related to infection control in health-care settings and the general public.
• Responsible for the coordination and dissemination of information to a variety of audiences (physicians, nurses, allied health professionals, and the general public), regarding the prevention of healthcare-associated infections, tailoring the message to specific audiences.
• As subject matter expert of the NHSN Help Desk, recognizes patterns of inquiries (related to healthcare associated infections or healthcare worker protection) and makes planning recommendations for development of informational material to meet the needs of the general public, healthcare workers, etc.
• Actively contributes and has ownership of technical reports and documents representing summary of monthly inquiries.
• Independently initiates the collection, organization and maintenance of publications and guidelines related to healthcare associated infections in the resource center (library), including frequent electronic literature searches.
• Provides technical writing for program and operation documentation.
• Provides documentation in presentation-ready quality output.

You'll Bring These Qualifications:

• Must be able to obtain a NACI clearance.
• Requires a minimum of five (5) years of relevant experience (Prior help desk experience is a plus)
• Excellent communications skills; great attention to details
• Experience using a help desk tool
• College degree or equivalent years of experience

These Qualifications Would be Nice to Have:

• Prior CDC experience
• SharePoint

What We Can Offer You:

- We've been named a Best Place to Work by the Washington Post.

- Our employees value the flexibility at CACI that allows them to balance quality work and their personal lives.

- We offer competitive benefits and learning and development opportunities.

- We are mission-oriented and ever vigilant in aligning our solutions with the nation's highest priorities.

- For over 60 years, the principles of CACI's unique, character-based culture have been the driving force behind our success.

Company Overview: At CACI, you will have the opportunity to make an immediate impact by providing information solutions and services in support of national security missions and government transformation for Intelligence, Defense, and Federal Civilian customers. CACI is an Equal Opportunity Employer - Females/Minorities/Protected Veterans/Individuals with Disabilities.

As a federal contractor, CACI is subject to any federal vaccine mandates or other customer vaccination requirements. All new hires are required to report their vaccination status.