Help Desk Analyst - Tier I

TL;DR

Help Desk Analyst - Tier I (Customer Support): Providing Tier 1 technical support and customer service for FEMA financial systems with an accent on responsive issue resolution and accurate data entry. Focus on troubleshooting, conducting root cause analysis, and managing incidents via ticketing tools.

Location: Washington, DC. Must be a U.S. citizen to be able to obtain a FEMA Entrance on Duty (EOD) clearance.

Company

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

What you will do

• Serve as the single point of contact for providing responsive and quality customer service for financial systems' related questions.
• Support internal and external end-users across multiple FEMA systems.
• Manage and respond to user requests via telephone, email, Microsoft Teams, and Service Desk ticketing tools.
• Conduct troubleshooting and root cause analysis to resolve user issues.

Requirements

• Bachelor's degree.
• Minimum 3 years of experience in a similar role.
• U.S. citizenship is mandatory to obtain FEMA EOD clearance.
• Excellent verbal and written communication skills and professional phone etiquette.
• Strong problem-solving, analytical skills, and attention to detail.

Nice to have

• Experience working in a call center or Help Desk/Support center organization.
• Proficiency with incident management applications.

Culture & Benefits

• Culture emphasizing continuous learning, collaboration, and mission-focused delivery.
• Investment in employee growth through training and certifications.
• Clear career pathways for professional development.
• Recognized as a Top Workplace.