Help Desk Specialist

Job Summary

Providing Tier 1/Tier 2 support for a Grants Management System, the full-time Help Desk Specialist will manage user support requests, troubleshoot system issues, and assist with user training and documentation in a remote setting.

Key Responsibilities

• Respond to and resolve user support requests via phone, email, and ticketing systems
• Troubleshoot application access, user account, workflow, reporting, and system-related issues
• Develop and maintain user guides, FAQs, and conduct user onboarding and training sessions

Required Qualifications

• 2+ years of Help Desk, Application Support, or Customer Support experience
• Experience supporting web-based applications or enterprise systems
• Experience using ticketing systems and managing support requests
• Ability to create documentation and train end users