Service Desk Analyst

Service Desk Analyst
Bethesda, MD (Remote)
Pay From: $25.00 per hour

MUST:
Experienced Service Desk Analyst
3–5 years of professional customer support experience preferred
Prior customer and end-user functional/application support experience required
Experience troubleshooting and analyzing software and system application issues
Experience working with CRM ticketing systems, Help Desk tools, or similar platforms
Understanding of Federal Grants processes and/or System Development Life Cycle (SDLC) is a plus
Excellent written and verbal communication skills
Strong problem-solving, analytical, and critical-thinking skills
Strong customer service, research, and organizational skills
Must be able to pass a background investigation and qualify for a Public Trust clearance
No specific certification required
Bachelor’s degree preferred

DUTIES:
Engage with a high volume of customers and respond to software service requests by phone and web-based communication
Provide functional customer service and application software support to Federal Grants Lifecycle users
Triage customer issues and document troubleshooting methodology in the CRM ticketing system
Troubleshoot and analyze system application issues accurately in a fast-paced environment
Maintain accurate ticket information and provide timely updates
Follow established escalation procedures for unresolved or complex issues
Support internal and external users with system and application-related issues
Review training materials and available resources to provide accurate information to end users
Work with team members and subject matter experts to document and communicate system or process changes
Analyze and resolve system problems using documented procedures, available tools, and technical knowledge
Identify and utilize appropriate resources to resolve customer issues
Maintain a high level of customer satisfaction through timely and accurate issue resolution
Participate in continuous improvement and team problem-solving activities