Remote Grants Lifecycle Help Desk Analyst

Highrise Consulting Inc; Bethesda (MD); Remote; USD 55,000 - 70,000; Full time

Benefits offered by this job

Health Insurance

Dental & Vision

401(k) Plan with Company Matching

Paid Vacation and Sick Leave

Paid Federal Holidays

Flexible Spending Accounts

Job summary

Highrise Consulting, Inc. seeks a Grants Management Service Desk Analyst for a full-time, remote role supporting NIH at Bethesda, MD. You will handle inbound calls, provide software assistance, and triage issues for federal grants processes.

The role requires strong communication, problem-solving, and ticketing experience, with a focus on customer satisfaction and continuous improvement.

Qualifications

• Prior customer and end-user support experience required.
• Understanding of the Federal Grants process is a plus.
• Knowledge of the System Development Life Cycle (SDLC) is a plus.
• Excellent communication skills are essential.
• Experience with a ticketing system or Help Desk tools.
• Ability to use resources to resolve customer issues.

Responsibilities

• Engage with a high volume of customers daily via phone and web-based channels.
• Triage problems and document triage methodology in a CRM ticketing system.
• Troubleshoot and analyze system application issues in a fast-paced environment.
• Maintain accurate information and timely updates in the CRM.
• Follow proper escalation guidelines.
• Support internal and external users with system issues.

Skills

Customer support

Ticketing system

SDLC knowledge

Clear communication

Problem solving

Research skills

Federal grants knowledge

Interpersonal skills

Education

Bachelor's degree preferred

Tools

CRM ticketing system

Job description

Highrise Consulting, Inc. seeks a Grants Management Service Desk Analyst for a full-time, remote role supporting NIH at Bethesda, MD. You will handle inbound calls, provide software assistance, and triage issues for federal grants processes.

The role requires strong communication, problem-solving, and ticketing experience, with a focus on customer satisfaction and continuous improvement.