Help Desk Technician (Tier 1)

Job Type

Full-time

Description

Solerity, Inc. is seeking a Help Desk Technician to support FEMA Grants Program Directorate (GPD) Program Management Office (PMO) and to be a single point-of-contact service desk for all end user IT- related incidents and service requests. Must have strong customer service skills as well as analytical technical skills. Experience troubleshooting web based applications.

Requirements

The Help Desk technician will be responsible for managing and executing all incident management and request fulfillment processes to include:

· Respond to Tier 1 and 2 help desk inquiries to external and internal users via phone, email, chat, screenshare, or other form of communication for the FEMA Go Grants Management System.

· Troubleshoot, and resolve FEMA GO production support issues.

· Triage issues and forward notification if system is not functioning.

· Interact with other FEMA helpdesks.

· Provide surge user support capacity for the FEMA GO Grants Management System.

· Provide guidance when requested to the development team to optimize the user experience.

· Provide metrics and reports when requested to leadership.

· Assist personnel with updates to the application and processes as they changed as well as any workarounds that are required.

YOU BRING:

US Citizen with the ability to obtain a Public Trust Clearance

Proficient in Internet Explorer, Firefox, Safari, Chrome

Previous experience working with Web Applications

BENEFITS YOU’LL ENJOY

Medical, dental and vision coverage

401(k) and company-funded life insurance

Generous PTO

Tuition and training assistance

Financial rewards for employee referrals

EQUAL EMPLOYMENT OPPORTUNITIES

Minorities and Veterans encouraged to apply!