Overseas Customer Support Analyst (Help Desk Support Specialist I)

Location: Washington, DC; onsite position supporting a Federal Government client at a Charleston, SC location. Situational teleworking may be allowed under approved guidelines. Work an 8-hour shift between 6:00 am and 6:00 pm or according to the desk schedule; additional authorized hours may be required.

Salary: $50,000–$55,000 per year.

Company

hirify.global delivers solutions in cyber, engineering, financial management, and information technology for government and other clients.

What you will do

• Respond to incoming calls and emails from overseas posts as the first line of support for system-related questions.
• Document customer inquiries, research, correspondence, resolutions, and case closures in Engage CGFS, a ServiceNow-based customer support portal.
• Coordinate with cashier monitors, accountants, Financial Management Officers, subject matter experts, and other users of financial operations software.
• Research, gather data, analyze, troubleshoot, and resolve customer issues; escalate complex issues to Tier II analysts.
• Draft, edit, obtain clearance for, and release informational, system interruption, and software release broadcasts using MS Outlook.
• Draft Q&A articles for the CGFS Knowledge Base and provide team leadership after becoming established in the client environment.

Requirements

• Experience performing technical tasks and analysis.
• Professional communication skills, critical thinking, problem-solving, multitasking, and the ability to learn quickly with little guidance.
• Ability to troubleshoot software and system applications.
• Prior customer service experience.
• BA/BS degree, preferably in Accounting.
• Must be eligible to obtain a Secret clearance.

Nice to have

• Experience providing technical support in high-volume environments.
• Experience supporting large, complex financial systems through help desk operations, plus knowledge of Federal accounting and financial management policies, practices, operations, and procedures.
• Experience supporting the development, analysis, testing, or implementation of mainframe or client-server financial systems comparable in size, complexity, and scope to Department of State systems.

Culture & Benefits

• Full-time benefits include health, life, disability, and retirement plans.
• Paid time off, professional growth opportunities, and tuition assistance are available.
• Collaborative, people-first workplace focused on employee support, value, and development.
• No travel is required.