Information Specialist I

Resolution Think's joint venture, Cognito Systems, is seeking an Information Specialist II to provide frontline customer support for the U.S. Department of Justice, Office of Justice Programs (OJP) Response Center. The OJP Response Center helps external stakeholders with questions about OJP programs, notices of funding opportunities, and the grant application process through phone and email support channels, making responsive and accurate first-contact service a core part of this role.This position is responsible for handling Tier 1 inquiries, documenting customer interactions, and ensuring that more complex issues are routed appropriately for resolution. The ideal candidate is service-oriented, detail-focused, and able to communicate clearly with a wide range of stakeholders in a fast-paced support environment.Key ResponsibilitiesRespond to Tier 1 inquiries through phone, email, and web-based channels with professionalism, accuracy, and timelinessProvide information to customers regarding OJP programs, funding opportunities, and grant-related processes within the scope of response center supportAccurately document customer interactions, inquiry details, and follow-up actions in ServiceNow or a comparable CRM/case management systemIdentify issues that require additional review and escalate complex or specialized inquiries to the appropriate higher-level staff or stakeholdersMaintain awareness of current procedures, reference materials, and support resources to ensure consistent service delivery.​Support overall customer service quality by following established workflows, documentation standards, and response protocolsQualificationsAssociate’s degree requiredAt least 2 years of relevant experience in customer service, contact center support, help desk operations, administrative support, or a similar information services environmentStrong written and verbal communication skills with the ability to explain information clearly and courteouslyStrong organizational skills and attention to detailExperience documenting work in a CRM, ticketing platform, or case management system is preferredAbility to manage multiple inquiries, follow established procedures, and escalate issues appropriatelyPreferred SkillsExperience supporting public sector, grants management, or federally funded program environmentsFamiliarity with phone, email, and web-based support workflowsAbility to maintain professionalism while handling a high volume of inquiries and time-sensitive requestsExperience working remotely in a structured service environmentSpecial NotesThis position is contingent up contract awardRemote/offsite positionMay require availability during standard business hours aligned with response center operations and customer support coverage needsEqual Opportunity EmployerCognito Systems is an Equal Opportunity Employer committed to diversity and inclusion.​