Help Desk (Consumer Sentinel Network)


Job Description:

The FTC SNS Program is seeking a Help Desk Representative to manage our CSN Service Desk. In the role, the HD Representative will support law enforcement agencies (including FTC) in accessing and successfully navigating the Consumer Sentinel Network tools. In addition to account support, the HD Representative will support other CSN tasks including deactivating accounts, adding data contributors, etc. The expected shift is 9am - 6pm, Monday through Friday (1 hour lunch).

Primary Responsibilities:
  • Manage CSN Help Jira Service Desk and maintain 2 hours response SLA of Jira tickets
  • Accept and respond to contacts from CSN users in login, TFA, and use of CSN (includes FTC)
  • Accept and respond to agencies' registration requests, approvals, setup, etc.
  • Accept and respond to CSN users' registration requests, approvals, setup, password resets, account unlocks, FOIA access etc.
  • Accept and respond to FTC's requests like deactivating users and agencies, updating banner message, posting CSN newsletter etc.
  • Partner with FTC to approve new agencies and users and facilitate user specific requests
  • Add / remove IP addresses to provide agencies' access to CSN
  • Monitor spam emails to CSN Help Desk and make secure responses to user queries
  • Understand CSN tools front-to-back in order to appropriately support end users
  • Offer UX/UI improvements for CSN to improve user experience
  • Support process documentation and drafting of important Standard Operation Procedures (SOPs)

Basic Qualifications
  • 2 Years of Help Desk Support Experience
  • 2 years of Consumer Protection Subject Matter Expertise
  • HS Diploma or GED Equivalent
  • Excellent computer/typing skills
  • Excellent communication and organizational skills

Preferred Qualifications
  • Help Desk Certification
  • Experience with ticket management tools such as JIRA
  • Experience with CXone Max Agent Software

Pay Range: