Help Desk Analyst - Tier II (Federal)

TL;DR

Help Desk Analyst - Tier II (Federal): Providing responsive and quality technical support for FEMA financial systems with an accent on incident resolution and customer service. Focus on diagnosing critical IT issues, performing root cause analysis, and improving support processes for internal and external users.

Location: Washington, DC. Must be a U.S. citizen to obtain security clearance.

Company

hirify.global is a small business providing software engineering, cloud, and AI/ML solutions to federal customers since 2005.

What you will do

• Serve as the single point of contact for financial systems support via phone, email, and MS Teams.
• Provide technical oversight and assistance to internal and external FEMA end-users.
• Diagnose and resolve incidents, identifying and reporting problematic trends and patterns.
• Offer expert technical advice and recommendations to management on critical IT issues.
• Plan and deliver support services, including system configuration and user training.
• Continuously improve customer service communications and relationship management.

Requirements

• U.S. citizenship is required to obtain a FEMA Entrance on Duty (EOD) security clearance.
• Bachelor's degree and a minimum of 8 years of professional experience.
• Proven expertise in troubleshooting and conducting root cause analysis.
• Excellent verbal and written communication skills and professional phone etiquette.
• Strong problem-solving, analytical skills, and the ability to multi-task.
• Customer-focused mindset with high attention to detail.

Nice to have

• Experience working in a call center or professional Help Desk/Support center organization.
• Hands-on experience with incident management applications.

Culture & Benefits

• Culture emphasizing continuous learning and mission-focused delivery.
• Investment in staff through training, certifications, and clear career pathways.
• Collaborative work environment within a recognized Top Workplace.