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Bilingual (Spanish) User Support Specialist- HSES

Hendall Inc
Rockville, MD
  • Expired: October 20, 2022. Applications are no longer accepted.


Hendall Inc., is currently seeking a Bilingual (Spanish) User Support Specialist with helpdesk management or inbound call center dealing with grantees, IT system users, and/or state agency clients. The User Support Specialist will collaborate with a Help Desk/ Customer Support Lead to provide multi-tiered, multi-modal help desk operations support. He/she will work in an energetic environment that employs iterative approaches for service delivery.


The User Support Specialist will be collaborative and demonstrate focus and attention to detail. He/she supports a fully-staffed help desk to providing support to users of a large, complex IT system.

  • Respond to helpdesk calls and emails
  • Triage issues
  • Assist users with straightforward problems
  • Escalate complex problems to the development team
  • Coordinates with development teams to ensure timely resolution of all problems
  • Provide users updates on the status of their problems
  • Use a ticketing system to manage incoming requests for assistance
  • Write summary reports on a regular basis
  • Maintain communication logs documenting all communication with system users including problem resolution
  • Assist with administrative issues
  • Receive data in electronic and hard copy formats and prepare for input and processing


  • Bachelor's degree (Quantitative field preferred)
  • Excellent organizational skills
  • Excellent customer service skills
  • Experience with MS Office including MS Project
  • Experience with the Atlassian products (Jira, Confluence) preferred
  • Experience with call management software preferred
  • Experience conducting soft and hard skills training (peer-to-peer, train the trainer) a plus
  • Strong problem-solving skills
  • Strong written and verbal communications skills


  • Spanish language proficiency

Hendall Inc., is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.

Hendall Inc


Rockville, MD
20849 USA



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