Help Desk Analyst (Tier 1 Email Support, Agricultural Import Requirements)

Cambio Consulting Group is seeking a detail-oriented Help Desk Analyst to support a federal agricultural program that maintains import requirements for plant and agricultural commodities entering the United States. You will answer email inquiries about the Agricultural Commodity Import Requirements (ACIR) Database and Plant Protection and Quarantine (PPQ) Manuals for a wide range of users, including importers, customs brokers, researchers, travelers, U.S. Customs and Border Protection staff, and federal program staff.

This is a remote position. You will work an 8-hour day, Monday through Friday, within a 7:00 a.m. to 5:00 p.m. Eastern Time window.

Tasks:

• Inquiry handling and resolution
• Monitor two shared email inboxes and log every incoming inquiry in a ticketing system
• Answer questions on navigating the ACIR Database, locating commodities, facilities, and procedures, finding regulatory information, and understanding import requirements
• Use the program's help articles, FAQs, knowledge base, and approved email templates to resolve routine questions accurately and consistently
• Send an initial response within 2 business days, and follow up within 5 days on escalated items until they are resolved
• Prioritize urgent cases, such as shipments held at the port of entry, where a delayed answer can cause real operational and financial harm
• Recognize when a question goes beyond Tier 1 and escalate it to program staff using the provided decision tree
• Maintain at least 95% accuracy on responses, which are reviewed by a program subject matter expert
• Handle roughly 900 cases per year (about 225 per quarter)

• Content change requests
• Receive requests from program units to add taxa or clarify content in the database or manuals
• Complete and submit an intake form for each request with all details staff need to make the change (roughly 240 requests per year)

• User guides and procedures
• Plan, write, and edit user guides, help guides, system guides, Standard Operating Procedures, and other user communications (about 6 products per year, roughly one every two months)
• Edit technical and administrative documents so style and content stay consistent
• Follow the GPO Style Manual and the program's own style guide
• Produce final documents as accessible PDFs that meet Section 508 and WCAG 2.0 Level AA standards

• Reporting
• Prepare a weekly inquiry status report (volume, average response time, open items) and a weekly intake request status report, both due Friday by 3:00 p.m. ET
• Provide input for quarterly summary reports

• Required Qualifications
• 2+ years of experience in email-based help desk, service desk, or customer support work
• Experience working inquiries through a ticketing or case management platform such as ServiceNow, Salesforce, or JIRA
• Demonstrated ability to navigate databases and online systems to find information and complete routine tasks
• Strong written communication skills, with experience writing clear, professional responses to members of the public and government stakeholders
• Experience writing or editing user guides, SOPs, help articles, or similar documentation
• Proficiency with Microsoft Word, Excel, Outlook, Teams, PowerPoint, Visio, and Project
• Experience creating accessible documents that meet Section 508 requirements, or the ability to learn quickly
• Sound reasoning and problem-solving skills, including judgment on when to escalate
• Strong attention to detail and the ability to meet response deadlines in a high-volume setting
• U.S. citizen or lawful permanent resident

• Preferred Qualifications
• Familiarity with agricultural import requirements, plant health regulations, customs brokerage, or international trade compliance
• Prior support of a USDA, APHIS, CBP, or other federal regulatory program
• Experience with the GPO Style Manual or a federal agency style guide
• Experience handling Privacy Act protected information
• Bachelor's degree in communications, agriculture, business, information systems, or a related field