Help Desk
Core
Provide Tier 1/Tier 2 support for a Grants Management System (GMS) by troubleshooting system issues, managing user access, and assisting with training.
Role type
Help Desk Specialist
Builds
Grants Management System (GMS) support services
Domain
Government IT / Grants Administration
Deliverable
client delivery
Required skills
Help Desk support, Ticket management, User access administration, Troubleshooting, Documentation creation, User training
Preferred skills
Grants Management Systems (GMS) support, Government client support, Grants administration processes knowledge, SaaS/cloud application support
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; Create, modify, and maintain user accounts and permissions; Track, prioritize, and resolve tickets in accordance with service level requirements; Escalate complex technical issues as needed; Develop and maintain user guides, FAQs, and training materials; Conduct user onboarding and training sessions
Seniority
Mid-level, hands-on IC