Help Desk Analyst - Tier II

OneGlobe • Washington, DC

2d

About The Position

As a Help Desk Tier 2 Analyst, the successful candidate will be a member of the support team which serves as the single point of contact for providing responsive, accurate and quality customer service for financial systems' related questions. Serve in a team of Tier 1 and 2 Help Desk support Analyst providing technical help desk oversight. The FEMA Help Desk 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. Work in a team that performs duties that involve the planning and delivery of customer support services including, configuration, troubleshooting, customer assistance, and/or training, in response to customer requirements. Provide expert technical advice, guidance, and recommendations to management and other technical specialists on critical IT issues. Diagnose and resolve problems in response to customer reported incidents, researching, evaluating, and providing feedback on problematic trends and patterns in customer support requirements. Provide constant customer service improvements such as communications and relationships.

Requirements

• Bachelor's degree plus a minimum of 8 years of experience.
• Must be a U.S. citizen to obtain a FEMA Entrance on Duty (EOD) security clearance.
• Excellent verbal and written communication skills.
• Excellent phone etiquette.
• Excellent data entry skills.
• Good teamwork skills.
• Good problem-solving skills.
• Good analytical skills.
• Experience in troubleshooting.
• Experience in conducting root cause analysis.
• Must be customer focused and 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

• Serve as the single point of contact for providing responsive, accurate and quality customer service for financial systems' related questions.
• Provide technical help desk oversight.
• Support both internal and external end-users.
• Perform duties that involve the planning and delivery of customer support services including, configuration, troubleshooting, customer assistance, and/or training, in response to customer requirements.
• Provide expert technical advice, guidance, and recommendations to management and other technical specialists on critical IT issues.
• Diagnose and resolve problems in response to customer reported incidents.
• Research, evaluate, and provide feedback on problematic trends and patterns in customer support requirements.
• Provide constant customer service improvements such as communications and relationships.

What This Job Offers

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