• Serve as the first point of contact for NHSN users submitting inquiries through the help desk system (ServiceNow) or email. • Respond to and resolve Tier 1 help desk tickets, including common and repeat issues related to: NHSN enrollment and onboarding; User accounts, access, and roles; Navigation of NHSN applications and reporting modules; Basic data submission and validation questions • Provide clear, accurate, and professional responses using approved scripts, SOPs, and knowledge base resources. • Ensure timely acknowledgment, response, and closure of tickets in accordance with Service Level Agreements (SLAs). • Assess incoming requests to determine issue type, triage to the appropriate assignment group • Accurately document all user interactions, actions taken, and resolutions in the help desk ticketing system. • Utilize and contribute to NHSN knowledge base articles, job aids, and FAQs to support consistent and efficient issue resolution. • Identify recurring issues and flag potential documentation gaps or training needs to help desk leadership. • Provide courteous, patient, and professional customer service to NHSN users with varying levels of technical expertise. • Communicate NHSN processes, requirements, and guidance in clear, user-friendly language. • Support a positive user experience by demonstrating responsiveness, empathy, and attention to detail. • Follow established NHSN SOPs, workflows, and security requirements when handling user inquiries and data. • Participate in required trainings, meetings, and quality assurance activities related to NHSN user support.