Fundraising Helpdesk Support Assistant

Fundraising Helpdesk Support Assistant

Employment Type: Temporary / Contract

Pay Rate: $22.00 per hour

Work Location: North Dallas

Position Summary

The Fundraising Helpdesk Support Assistant provides technical and administrative support for fundraising systems, applications, and related business processes. This role assists with troubleshooting user issues, maintaining data accuracy, testing software functionality, documenting procedures, and supporting project coordination activities.

The ideal candidate has working knowledge of Microsoft Excel formulas, strong problem-solving skills, basic project management experience, software testing capabilities, and technical writing skills. The successful candidate will help ensure fundraising tools and systems operate effectively while providing timely, professional support to internal users and stakeholders.

Key Responsibilities

Helpdesk and Technical Support

• 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.

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