Scrum Master

We are seeking a Help Desk Specialist to provide Tier 1/Tier 2 support for a Grants Management System (GMS). The selected candidate will serve as the primary point of contact for users, troubleshoot system issues, manage support tickets, assist with user access, and provide training and documentation support.

Location: Remote

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.
• Support system testing, updates, and ongoing maintenance activities.

Requirements

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

Benefits

• Paid holidays and paid time off.
• Medical insurance including health, vision, dental insurance.
• 401K matching.
• Flexible Spending Account and flexible schedules.
• Training and professional certification plans.

Additional Information

• Candidates must be willing to provide three (3) professional references. References should speak to the candidate's technical abilities, customer support experience, and professional performance on similar projects.