Eagle Ray, Inc.

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Help Desk Technician

Help Desk Technician

ID 
2017-2252
Job Location 
US-DC-Washington, DC
Security Clearance 
..

More information about this job

Overview

Eagle Ray Inc, is seeking a Help Desk technician to support FEMA Grants Program Directorate (GPD) Systems and Business Support Branch (SBSB) and to be a single point-of-contact service desk for all end user IT- related incidents and service requests.

 

 

 

Responsibilities

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

  • Troubleshoot incoming external email and calls pertaining to issues, and closeouts in the system. 
  • Troubleshoot incoming internal users email and calls regarding processing payments, amendments, awarding, closeouts in the system and escalating issues that cannot be resolved. 
  • Verify system outages and report to stakeholders regarding system availability. 
  • Validation and verification of system on a daily prior to start of customer usage.  
  • Triage issues and forward notification if system is not functioning. 
  • Assist personnel with updates to the application and processes as they changed as well as any workarounds that are required. 
  • Provide guidance when requested to the development team to optimize the user experience. 
  • Participate in a biweekly conference and provide weekly report as required to leadership. 
  • Assist with testing the system when required.

Qualifications

Experience and Education Required:

  • Bachelor’s degree (or 6 years exp; or AS degree and 4yrs)
  • 3-5 years in a service desk environment
  • Must have a minimum working knowledge of FEMA Grants processes
  • Tier I and Tier II support of the AFG systems

 

Equal Opportunity Employer/M/F/Disability/Vet/Sexual Orientation/Gender Identity