User Support Specialist

Washington, DC, DC
Full Time
Mid Level


User Support Specialist 


BAO Systems is looking for a User Support/Help Desk team member to join our Federal Services Team.  The position supports a high-profile $5 billion per year, multi-agency, multi-team US Government international public health project. User Support’s primary goal is to support End Users in the use of centrally supported Information Systems for data collection, analysis and use to monitor and maintain HIV epidemic control.


This position requires excellent customer service, communication, problem solving and organization/planning skills. This position also requires technical competency in systems applications and technologies.  This role interacts directly with a variety of stakeholders, so clear and confident, yet user-empathetic, communications are key. Please note, this is NOT a call center. This role can be based in the DC area or remote, with the ability to obtain a US Government Public Trust background check (USC or GC required).


Tasks and Responsibilities:

  • Triage all incoming issues brought by an end user and provide resolution and guidance as needed.  
  • Address user issues related to systems functionality, access, guidance interpretation, and other related issues.  
  • Escalate issues as necessary to subject matter experts and maintain responsibility for liaising with other teams and ensuring the end user gets their issue addressed.  Act as the primary interface with the end user when investigating and resolving their issue.  
  • Maintain the accuracy of help desk articles, documentation, and ZenDesk macros containing canned responses as our systems evolve and new features are released.  
  • Ensure ticket response and resolution time and customer satisfaction meet current department service level agreements. 
  • Review open tickets on a daily basis and provide status updates if the ticket cannot be closed, including updating the end user and documenting the progress of the Tier II / Tier III investigation.  


Key Skills:

  • Communicate clearly both orally and in writing.
  • Enthusiasm for collaboration.
  • Empathy for end users and a good attitude.
  • Self-starter, highly organized; works well with all functional levels in the organization.
  • Experience working remotely with dispersed teams


Required Qualifications:

  • Bachelor’s degree in Information Systems, Business or equivalent industry experience
  • 3 to 5 years of relevant customer service experience 
  • Proficient knowledge of Microsoft Office and/or Google Suite applications 


Desired Qualifications: 

  • Experience with ZenDesk or other Help Desk applications
  • Knowledge or experience with Health Information Systems
  • Exposure and experience in US Government or International Development settings
  • Experience with SharePoint platforms



Must be able to obtain a Moderate Risk Public Trust Clearance (MRPT)  

Why BAO Systems?

Make a positive impact on global public health while working in a fun, collaborative and flexible environment. We’re a nimble, close-knit group that values our team members’ opinions and contribution, allowing for everyone to make an impact on the work and company culture.

BAO Systems is the largest US-based DHIS 2 consulting and hosting firm in North America. We’re changing how Governments, NGOs and international agencies collect, analyze and report their data and improve health outcomes in the developing world.

We’re truly a multinational company. Our HQ is in Washington, D.C., with staff in the UK, Norway, Portugal and Nigeria. Our DC office is located at the Georgetown Waterfront along the Potomac River with a fifteen minute metro station walk, and easy access to lunch spots, shops, trails and parks.


  • Fun, relaxed work environment
  • 401k with match
  • Excellent health and dental coverage for team members and their families
  • Short and Long-Term disability insurance (fully covered)
  • Life Insurance (fully covered)
  • Generous, flexible PTO and family leave
  • Remote-friendly: work from home or from our Washington, D.C. office, which offers snacks, drinks, and an on-site gym
  • Flexible work schedules—work how you can be most productive


BAO Systems provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.


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