Service Desk Analyst

Description:

Highrise Consulting, Inc seeks a Service Desk Analyst for a full-time remote role, supporting our client at The National Institutes of Health (NIH) in Bethesda, MD. Service Desk Analysts receive inbound calls and provide functional customer service and application software assistance to business applicants of the Federal Grants Lifecycle. Candidate must be comfortable interfacing with highly educated specialists as well as applicants who are new to the grants process; must have the ability and desire to learn quickly and apply knowledge effectively; and support the team mission to provide outstanding customer service.

JOB DUTIES AND RESPONSIBILITIES:

• Engage with a high volume of customers daily, and respond to their software service requests via telephonic and web-based communications.
• Triage problems and document triage methodology in CRM ticketing system.
• Troubleshoot and analyze system application issues accurately in a fast-paced environment.
• Maintain accurate information and timely updates using a CRM ticketing system.
• Follow proper escalation guidelines.
• Experience supporting system issues with internal and external users.
• Review training material and other resources to accurately apply business application knowledge
  when communicating with end-users.
• Work with team members and subject matter experts to document /communicate changes to
  support the team mission.
• Analyze and correct system problems using documented procedures, available tools, and personal
  knowledge and skills.
• Increase customer satisfaction by resolving issues.
• Participate in continuous improvement by generating suggestions, engaging in problem-solving
  activities to support teamwork.

ABOUT US: Highrise Consulting, Inc. is an Information Technology (IT) company headquartered in Bethesda, MD. Our goal is to provide our clients with the best technology services that contribute to building the most powerful, reliable and cost-effective solutions in the IT industry. Our company has established excellent working relationships with the Department of Health and Human Services (DHHS) and the National Institutes of Health (NIH) and formed strong partnerships with many leading IT businesses in the Health Services industry. We are committed to success and continuously seek to develop new opportunities across the public sector and beyond.

Benefits Summary:

• Health Insurance Plans
• Dental and Vision Benefits
• Life and Short Term Disability Insurance
• 401(k) Plan with Company Matching
• Paid Vacation and Sick Leave
• Paid Federal Holidays
• Flexible Spending Accounts support for Health and Dependent Care expenses

Highrise Consulting provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics. In addition to federal law requirements, Highrise Consulting complies with applicable state and local laws governing nondiscrimination in employment in every location where the company does business. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training. We are proud of our diversity and encourage veterans to apply. EOE M/F/D/V

Highrise Consulting, Inc. participates in the E-Verify program as required by law. Learn more.

Highrise Consulting, Inc. reserves the right to change any or all of the above benefits occasionally. Highrise cannot be held responsible if one of the listed benefits has been modified, deleted, or otherwise changed.

Requirements:

EXPERIENCE, KNOWLEDGE, AND SKILL REQUIREMENTS:

• Understanding of the Federal Grants process is a plus.
• Application software support troubleshooting is a plus.
• Prior customer and end-user support experience required.
• Must have excellent communication skills.
• Knowledge and understanding of the System Development Life Cycle (SDLC) is a plus.
• Excellent problem-solving and analysis skills with the ability to effectively troubleshoot and resolve or escalate problems.
• Use critical thinking to break down problems, evaluate solutions, and make decisions.
• Prior experience working with a ticketing system or other Help Desk tools.
• Ability to identify and utilize relevant resources to provide customers with information and resolution.
• Strong research and resource management skills.
• Experience working within the National Institutes of Health, or another Federal Agency is a plus.
• Must pass a background investigation and qualify for a Public Trust clearance.

EDUCATION AND TRAINING REQUIREMENTS:

• Bachelor’s degree preferred
• 3 to 5 years of customer support experience providing functional support is preferred

ELIGIBILITY:

• Must be able to pass a background investigation and qualify for a Public Trust clearance