• Respond to and track support requests related to fundraising software, databases, and related applications.
  

• Assist users with system navigation, data entry issues, reporting functions, and common technical problems.
  

• Troubleshoot basic software and system issues and escalate complex problems to the appropriate technical team.
  

• Maintain accurate records of helpdesk tickets, issue resolutions, and follow-up actions.
  

• Communicate clearly and professionally with users regarding support requests and system updates.

 
Excel and Data Management

• Use Microsoft Excel formulas and functions to review, analyze, validate, and reconcile fundraising data.
  

• Work with formulas such as IF, SUMIF, COUNTIF, XLOOKUP or VLOOKUP, and other common functions.
  

• Identify data inconsistencies, duplicates, missing information, and reporting discrepancies.
  

• Assist with spreadsheet maintenance, data cleanup, report preparation, and quality checks.
  

• Organize and validate data to support fundraising operations and reporting requirements.

 
Software Testing and Quality Assurance

• Perform basic functional and regression testing of fundraising applications, system enhancements, and software updates.
  

• Execute test cases and document results, defects, and unexpected system behavior.
  

• Verify that reported issues have been resolved and that system changes work as expected.
  

• Assist with user acceptance testing (UAT) and communicate findings to project managers or technical teams.
  

• Maintain testing documentation and track issues through resolution.

 
Project Management Support

• Assist with project schedules, task tracking, meeting notes, and status reports.
  

• Monitor assigned action items, deadlines, and project deliverables.
  

• Coordinate with fundraising staff, technical teams, vendors, and other stakeholders as needed.
  

• Help maintain project documentation and communicate project updates.
  

• Support the implementation of system enhancements, process improvements, and new fundraising tools.

 
Technical Writing and Documentation

• Create and update user guides, standard operating procedures (SOPs), troubleshooting instructions, and frequently asked questions (FAQs).
  

• Translate technical information into clear, easy-to-follow instructions for nontechnical users.
  

• Document system processes, testing procedures, known issues, and recommended solutions.
  

• Review documentation for accuracy, consistency, clarity, and completeness.
  

• Assist with preparing training materials and communications about system changes.

 
Qualifications

• High school diploma or equivalent required; associate or bachelor’s degree in information technology, business administration, project management, communications, or a related field preferred.
  

• Experience in helpdesk support, administrative support, fundraising operations, data management, or a similar role preferred.
  

• Working knowledge of Microsoft Excel formulas and spreadsheet functions.
  

• Basic understanding of software testing, quality assurance, and defect reporting.
  

• Familiarity with project management concepts, task tracking, timelines, and deliverables.
  

• Strong technical writing, documentation, and written communication skills.
  

• Ability to troubleshoot problems, analyze information, and follow established procedures.
  

• Strong attention to detail, organization, and time management.
  

• Ability to work independently and collaboratively across teams.

Preferred Skills

• Experience with fundraising, donor management, CRM, or nonprofit software systems.
  

• Familiarity with helpdesk ticketing systems and issue-tracking tools.
  

• Knowledge of Excel PivotTables, data validation, conditional formatting, and lookup formulas.
  

• Exposure to user acceptance testing, test scripts, and software release processes.
  

• Familiarity with project management tools such as Microsoft Planner, Jira, Trello, or similar platforms.
  

• Experience creating technical documentation, process maps, and user training materials.