Help Desk Analyst - Tier I

ONEGLOBE LLC • Washington, DC

3d

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 plus a 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, phone etiquette, data entry.
• Good teamwork, problem-solving, and analytical skills.
• Experience in troubleshooting and conducting root cause analysis.
• Must be customer focused and service oriented, attentive to details, with ability to multi-task and 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

• Serve as the single point of contact for providing 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, Microsoft Teams, and a Service Desk ticketing tool.

What This Job Offers

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