Service Desk Analyst

Service Desk Analyst (Tier I, II, or III level)

Bethesda, MD (Remote)

Pay From

$25.00 per hour

MUST

Experienced Service Desk Analyst (Tier I, II, or III level)

3–5 years of professional customer support experience preferred

Experience with software application support, assisting users in task-specific workspaces (federal grants, federal/state benefits)

Must have federal support experience

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

CompTIA certification highly desired

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

Quadrant is an affirmative action/equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, status as a protected veteran, or status as an individual with a disability. “Healthcare benefits are offered to all eligible employees according to compliance mandated by the Affordable Care Act“.