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.
They will 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.
Experience providing expert technical advice, guidance, and recommendations to management and other technical specialists on critical IT issues.
Experience in diagnosing and resolving problems in response to customer reported incidents, researching, evaluating, and providing feedback on problematic trends and patterns in customer support requirements.
Experience in constant customer service improvements such as communications and relationships.

Ability to obtain a FEMA Entrance on Duty (EOD).
A bachelor's degree plus a minimum of 8 years of experience
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
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 (ServiceNow, Remedy, Rational, Serena)

Help Desk Analyst – Tier 2

Key skills