Help Desk Analyst - Tier I

OneGlobe • Washington, DC

2d

About The Position

As a Help Desk Analyst, the successful candidate will be a member of the Tier 1 support team which serves as the single point of contact for providing responsive, accurate and quality customer service for financial systems' related questions. The team supports multiple FEMA systems and will support both internal and external end-users. Users contact the service team via telephone, email or through Microsoft Teams, and Service Desk ticketing tool.

Requirements

• Bachelor's degree
• Minimum of 3 years of experience
• Must be a U.S. citizen to be able to obtain a FEMA Entrance on Duty (EOD) clearance
• Excellent verbal and written communication skills
• Excellent phone etiquette
• Data entry skills
• Good teamwork skills
• Problem-solving skills
• Analytical skills
• Experience in troubleshooting
• Experience in conducting root cause analysis
• Customer focused
• Service oriented
• Attentive to details
• Ability to multi-task
• Ability to act with professionalism at all times

Nice To Haves

• Demonstrate sound customer service and telephone etiquette in responding to customer calls or inquiries for service and support.
• Demonstrate strong attention to detail, problem solving, and a desire to provide outstanding customer support.
• Experience working in a call center or Help Desk and Support center organization, providing user support and customer service.
• Experience with an incident management application.

Responsibilities

• Provide responsive, accurate, and quality customer service for financial systems' related questions.
• Support multiple FEMA systems for both internal and external end-users.
• Respond to user inquiries via telephone, email, or Microsoft Teams.
• Utilize a Service Desk ticketing tool.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level