Operational Support Associate

The Operational Support Desk Associate is the first point of contact grant applicants, reviewers, and other parties engage with to resolve any application questions or concerns. This role is responsible for facilitating efficient evaluation of customer inquiries, resolving any knowledge-related questions, and referring grant applicants to the IT service desk for any technical issues. Adhering to prescribed scripts, templates, and approved communication copy, Operational Support Desk Associates deliver consistent, efficient responses in a production volume environment.

Serve as the first-line support for all public grant application and review process inquiries.

Demonstrate professional, respectful, and empathetic communication in evaluating and resolving customer inquiries.

Record and track all interactions and resolutions in ServiceNow for transparency, continuity, and reporting purposes.

Identify and escalate tickets that require specialized support to the appropriate Lead or internal IT team member, in alignment with established processes and policies.

Follow and comply with processing standard operating procedures.

Closely assesses ticket inquiries, paying close attention to specific details to ensure the proper canned response is provided, or necessary escalation workflow is followed.