Help Desk Analyst Tier II

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

• Bachelors 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 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

Preferred Qualifications:

• 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.

About OneGlobe

OneGlobe LLC is a small business headquartered in Virginia that has delivered innovative software engineering cloud data and AI/ML solutions to federal customers since 2005. We are an AWS Partner Network Advanced Tier Consulting Partner CMMI-DEV Level 3 appraised and have been recognized as a Top Workplace. Our culture emphasizes continuous learning collaboration and mission-focused delivery and we invest in our people through training certifications and clear career pathways.

OneGlobe is staffing a federal data science services team that supports a high-impact mission program. The team works alongside business analysts machine learning engineers application developers and government leaders to build analytic and AI/ML capabilities on top of an enterprise analytics platform. The work spans predictive and prescriptive analytics machine learning natural language processing graph analytics visualization and unified case management at a scale of millions of records per day. Engagements typically run from three-month sprints to multi-year capability builds on mostly structured data drawn from many disparate sources.

The Data Analyst is a key member of the project team working under occasional supervision to mine prepare analyze and report on mission data. They implement models built by senior team members design dashboards and reports and surface findings that inform program decisions and policy.