Technical Information Specialist

Bethesda, MD
Full Time
Mid Level
Computercraft is seeking a Technical Information Specialist to join the National Institutes of Health Manuscript Submission (NIHMS) Production Team at the National Center for Biotechnology Information (NCBI). The National Center for Biotechnology Information (NCBI) is part of the National Library of Medicine (NLM) at National Institutes of Health (NIH). NCBI uses the web to advance science and health by providing free access to biomedical and genomic information, and as a result it is one of the top 400 most visited sites in the world. The Technical Information Specialist will provide support and user education for user account management systems provided by the National Center for Biotechnology Information (NCBI).

Job Responsibilities
  • Provide email support to authors, principal investigators, publishers, and other stakeholders to ensure compliance with public access policies of federal agencies and private research funders.
  • Troubleshoot submission processing issues and collaborate with internal and external teams to resolve technical problems efficiently.
  • Identify, document, and communicate recurring user issues to design and development teams, working collaboratively to implement effective solutions.
  • Contribute to strategic discussions regarding new user account services and tools for enhanced sharing and interaction with NCBI content.
  • Assist with writing test scripts and conducting functional testing of new features.
  • Assist with developing and maintaining reporting systems to track and analyze customer service trends and identify areas for improvement.
  • Support the creation of educational materials including webinars, tutorials, videos, blog posts, and social media content to enhance user understanding of account management systems.
  • Other duties as assigned

Required Skills/Qualifications
  • Bachelor’s degree
  • Two years’ experience in a customer service environment
  • Experience conducting searching in scientific databases
  • Proven ability to work effectively in team environments
  • Excellent written and verbal communication skills with ability to convey technical and non-technical information clearly to diverse stakeholders
  • Strong analytical and problem-solving skills
  • Proficiency with basic computer applications
  • Familiarity with online publications, specifically electronic journals or books
  • Positive attitude; exhibits adaptability and flexibility in a matrixed, high-volume work environment
  • Curious and proactive

Desired Skills/Experience
  • Working knowledge of a customer relationship management (CRM) platform such as Microsoft Dynamics.
  • Familiarity with modern web design and social media platforms
  • Experience using UNIX/Linux in a data production environment
  • Basic understanding of XML
  • Master’s degree in library science or library and information science


 

Computercraft offers an excellent benefits package that includes health, dental, vision, and disability and life insurance; a 401(k) plan with matching; paid leave starting at 128 hours/year for the first 3 years of employment; and 11 paid holidays. We also offer the opportunity for a positive work–life balance with a standard 40-hour work week and the chance to work alongside a team of highly accomplished professionals.

To learn about other Computercraft job opportunities, please visit the Careers section of our website: https://www.computercraft-usa.com/.

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