Swingtech Consulting Inc.
Service Desk Support Specialist- Onsite (US Citizens w/ Secret Clearance)
Swingtech Consulting Inc., Washington, District of Columbia, us, 20022
Service Desk Support Specialist- Onsite (US Citizens w/ Secret Clearance)
About Swingtech
The experience expected from applicants, as well as additional skills and qualifications needed for this job are listed below. Swingtech delivers innovative Information Technology and Professional Support services to a diverse range of clients across the federal and intelligence communities. With over 15 years of trusted experience as a systems integrator, we apply agile methodologies and deep industry insight to help our customers achieve greater efficiency, compliance, and cost savings. At Swingtech, we’re committed to excellence and long-term success for our clients and our team. Clearance Requirement:
U.S. Citizens w/ Active Secret We are seeking a skilled
Service Desk Support
specialist to deliver responsive and professional customer service for users navigating complex registration, licensing, and regulatory submission processes. This position involves supporting a high-profile federal directorate responsible for administering export control regulations and managing sensitive application data. Provide first-line support and general guidance on registration procedures, export license submissions, agreement requests, and commodity jurisdiction determinations. Offer assistance to users navigating online submission systems and interpreting procedural requirements. Deliver accurate responses to public inquiries related to regulatory forms, submission processes, and general correspondence actions. Consult with licensing and registration specialists for resolution of complex questions outside the scope of general knowledge. Track and report the status of submitted applications using internal case management and workflow tools. Support the intake and coordination of public comments submitted in response to Federal Register notices. Assist in locating misplaced or misrouted documentation and communicate relevant updates to case officers. Maintain detailed call logs and compile monthly reports summarizing inquiry types, volume, and emerging trends across divisions. Refer users to external government systems, such as third-party licensing platforms, when appropriate. Recommend improvements to online resources, including FAQs and instructional content, based on recurring user questions. Brief customer leadership on inquiry trends and recommend streamlining initiatives to improve service desk operations. Provide input for improving agency procedures, support documentation, and user-facing communication tools. Perform occasional administrative or escort support tasks, as needed ELIGIBILITY & QUALIFICATIONS:
Bachelor’s Degree or equivalent post-secondary education combined with at least 5 years of relevant experience. Previous experience supporting a federal agency or regulatory body is highly desirable. Familiarity with internal software applications related to export control or compliance workflows. Working knowledge of international regulatory frameworks or compliance procedures is preferred. Demonstrated ability to perform in a high-volume, fast-paced environment with attention to detail and strong organizational skills. Skilled in written and verbal communication, with experience interfacing with senior-level officials and external stakeholders. Strong customer service orientation and ability to maintain professionalism in challenging interactions. Proficient with Microsoft Office Suite (Word, Excel, PowerPoint, Access) and Microsoft SharePoint. Capable of operating standard office equipment including telephones, printers, scanners, and fax machines. May require domestic or international travel. Must hold an active Secret security clearance. Summary of Benefits 15 PTO days 11 paid holidays Medical Insurance with – 3 options (HSA with $600 Employer Contribution). Dental Insurance with no age limit orthodonture. Vision Insurance through EyeMed in and out of network coverage. Short Term and Long-Term Disability coverage with 100% premium support, Life insurance and AD&D with 100% premium support Supplemental Life Insurance Critical Care and Accident Insurance availability Pet Insurance through Nationwide Employee Assistance Program 401k with enrollment from day one. 4% deferral by company. $1500 Annual Training Budget $1500 Referral bonus Eligibility for annual merit and discretionary bonus Equal Opportunity Employer Minority/Female/Veterans/Disabled Administrative, Customer Support & Others- R
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About Swingtech
The experience expected from applicants, as well as additional skills and qualifications needed for this job are listed below. Swingtech delivers innovative Information Technology and Professional Support services to a diverse range of clients across the federal and intelligence communities. With over 15 years of trusted experience as a systems integrator, we apply agile methodologies and deep industry insight to help our customers achieve greater efficiency, compliance, and cost savings. At Swingtech, we’re committed to excellence and long-term success for our clients and our team. Clearance Requirement:
U.S. Citizens w/ Active Secret We are seeking a skilled
Service Desk Support
specialist to deliver responsive and professional customer service for users navigating complex registration, licensing, and regulatory submission processes. This position involves supporting a high-profile federal directorate responsible for administering export control regulations and managing sensitive application data. Provide first-line support and general guidance on registration procedures, export license submissions, agreement requests, and commodity jurisdiction determinations. Offer assistance to users navigating online submission systems and interpreting procedural requirements. Deliver accurate responses to public inquiries related to regulatory forms, submission processes, and general correspondence actions. Consult with licensing and registration specialists for resolution of complex questions outside the scope of general knowledge. Track and report the status of submitted applications using internal case management and workflow tools. Support the intake and coordination of public comments submitted in response to Federal Register notices. Assist in locating misplaced or misrouted documentation and communicate relevant updates to case officers. Maintain detailed call logs and compile monthly reports summarizing inquiry types, volume, and emerging trends across divisions. Refer users to external government systems, such as third-party licensing platforms, when appropriate. Recommend improvements to online resources, including FAQs and instructional content, based on recurring user questions. Brief customer leadership on inquiry trends and recommend streamlining initiatives to improve service desk operations. Provide input for improving agency procedures, support documentation, and user-facing communication tools. Perform occasional administrative or escort support tasks, as needed ELIGIBILITY & QUALIFICATIONS:
Bachelor’s Degree or equivalent post-secondary education combined with at least 5 years of relevant experience. Previous experience supporting a federal agency or regulatory body is highly desirable. Familiarity with internal software applications related to export control or compliance workflows. Working knowledge of international regulatory frameworks or compliance procedures is preferred. Demonstrated ability to perform in a high-volume, fast-paced environment with attention to detail and strong organizational skills. Skilled in written and verbal communication, with experience interfacing with senior-level officials and external stakeholders. Strong customer service orientation and ability to maintain professionalism in challenging interactions. Proficient with Microsoft Office Suite (Word, Excel, PowerPoint, Access) and Microsoft SharePoint. Capable of operating standard office equipment including telephones, printers, scanners, and fax machines. May require domestic or international travel. Must hold an active Secret security clearance. Summary of Benefits 15 PTO days 11 paid holidays Medical Insurance with – 3 options (HSA with $600 Employer Contribution). Dental Insurance with no age limit orthodonture. Vision Insurance through EyeMed in and out of network coverage. Short Term and Long-Term Disability coverage with 100% premium support, Life insurance and AD&D with 100% premium support Supplemental Life Insurance Critical Care and Accident Insurance availability Pet Insurance through Nationwide Employee Assistance Program 401k with enrollment from day one. 4% deferral by company. $1500 Annual Training Budget $1500 Referral bonus Eligibility for annual merit and discretionary bonus Equal Opportunity Employer Minority/Female/Veterans/Disabled Administrative, Customer Support & Others- R
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