Quadrant, Inc.
Analyst - Service Desk Analyst
Quadrant, Inc., Bethesda, Maryland, us, 20811
Service Desk Call Support Analyst
Telework
MUST:
Public Trust clearableExperienced Service Desk Call Support Analyst3-5 yrs. customer support experience providing functional supportHave grants management history or more relevant experience that fits the positionExperience working within the National Institutes of Health or another Federal AgencyPrior customer and end-user support experience requiredMust have excellent communications skillsPrior experience working with a ticketing system or other Help Desk toolsKnowledge and understanding of the System Development Life Cycle (SDLC)Excellent problem solving and analysis skills with the ability to effectively troubleshoot and resolve or escalate problemsUse critical thinking to break down problems, evaluate solutions and make decisionsAbility to identify and utilize relevant resources to provide customers with information and resolutionStrong research and resource management skillsUnderstanding of the Federal Grants process is highly preferredApplication software support troubleshooting is a plusBS Degree highly preferredDUTIES:
Engage with a high volume of customers daily, respond to their software service requests via telephonic and web-based communicationsTriage problems and document triage methodology in CRM ticketing systemTroubleshoot and analyze system application issues accurately in a fast-paced environmentMaintain accurate information and timely updates using a CRM ticketing systemFollow proper escalation guidelinesExperience supporting system issues with internal and external usersReview training material and other resources to accurately apply business application knowledge when communicating with end-usersWork with team members and subject matter experts to document/communicate changes to support the team missionAnalyze and correct system problems using documented procedures, available tools, and personal knowledge and skillsIncrease customer satisfaction by resolving issuesParticipate in continuous improvement by generating suggestions, engaging in problem solving to support teamwork
#J-18808-Ljbffr
Telework
MUST:
Public Trust clearableExperienced Service Desk Call Support Analyst3-5 yrs. customer support experience providing functional supportHave grants management history or more relevant experience that fits the positionExperience working within the National Institutes of Health or another Federal AgencyPrior customer and end-user support experience requiredMust have excellent communications skillsPrior experience working with a ticketing system or other Help Desk toolsKnowledge and understanding of the System Development Life Cycle (SDLC)Excellent problem solving and analysis skills with the ability to effectively troubleshoot and resolve or escalate problemsUse critical thinking to break down problems, evaluate solutions and make decisionsAbility to identify and utilize relevant resources to provide customers with information and resolutionStrong research and resource management skillsUnderstanding of the Federal Grants process is highly preferredApplication software support troubleshooting is a plusBS Degree highly preferredDUTIES:
Engage with a high volume of customers daily, respond to their software service requests via telephonic and web-based communicationsTriage problems and document triage methodology in CRM ticketing systemTroubleshoot and analyze system application issues accurately in a fast-paced environmentMaintain accurate information and timely updates using a CRM ticketing systemFollow proper escalation guidelinesExperience supporting system issues with internal and external usersReview training material and other resources to accurately apply business application knowledge when communicating with end-usersWork with team members and subject matter experts to document/communicate changes to support the team missionAnalyze and correct system problems using documented procedures, available tools, and personal knowledge and skillsIncrease customer satisfaction by resolving issuesParticipate in continuous improvement by generating suggestions, engaging in problem solving to support teamwork
#J-18808-Ljbffr