Help Desk Specialist

BDR Solutions LLC

. Serve as the primary point of contact for railroads, states, and FRA users .

Posted 10/22/2026full-timeUnited StatesMid-LevelSenior💰 $50,000 - $80,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in help desk support and customer service, with a strong focus on communication and ticketing management. Capable of handling technical issues and maintaining a knowledge base while ensuring compliance with federal safety reporting requirements.

Highest-signal resume keywords

Help Desk SupportCustomer SupportTicketing ManagementClear CommunicationKnowledge Base Management

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Data EntryFederal Safety ReportingTechnical SupportIssue TrackingForm Completion

Soft Skills

Clear Written CommunicationInterpersonal Skills

Tools & Technologies

BMC Track-It!Help Desk Software

Certifications & Qualifications

ITIL 4 FoundationHDI Support Center Analyst

Industry Keywords

Regulated IndustriesGovernment Reporting ProgramsFRA Compliance

About the role

Key responsibilities & impact

Serve as the primary point of contact for railroads, states, and FRA users
Answer approximately 100–150 calls and emails per month regarding federal safety reporting rules, form completion, and data entry
Provide Tier-1 functional help desk support for technical, account, and system issues
Log, prioritize, and track every request in Track-It! through final disposition
Maintain the knowledge base
Route technical platform, connectivity, and identity issues to S-93
Escalate policy questions to FRA subject-matter experts through the COR
Report monthly help desk volume and resolution metrics
Back up intake and receipts logging during slow periods

Requirements

What you’ll need

Associate degree or equivalent experience
3+ years in help desk or customer support, including ticketing and knowledge base management
Clear written and phone communication with external stakeholders
U.S. citizen or lawful permanent resident
U.S. Citizenship is required
Able to pass a DOT background investigation
Must meet eligibility requirements for access to classified information
Able to obtain a government-granted security clearance
May be subject to criminal history, employment and education verification, drug testing, and creditworthiness investigations
ITIL 4 Foundation certification is nice to have
HDI Support Center Analyst certification is nice to have
BMC Track-It! experience is nice to have
Experience supporting regulated industries or government reporting programs is nice to have

Benefits

Comp & perks

Equal Opportunity Employer protections
Accommodation support for individuals with disabilities
Opportunity to work supporting the U.S. Federal Government
Employment contingent upon contract award and funding