What are the responsibilities and job description for the Tier 1 Helpdesk position at BROADLEAF INC?
Job Details
Level: Experienced
Job Location: VA - Corp - Manassas, VA
Position Type: Full Time
Education Level: Not Specified
Salary Range: Undisclosed
Job Shift: Day
Job Category: Government - Federal
Job Information
PROGRAM SUMMARY:
- Tier 1 helpdesk support for FEMA Grants Outcome (GO) application.
JOB DESCRIPTION AND DUTIES:
- Respond to Tier 1 Help Desk inquiries to external and internal users via phone, email, chat, screenshare, or Tech other form of communication for the FEMA GO system.
- Leverage thorough familiarity with the FEMA GO system to rapidly troubleshoot, triage, and resolve FEMA GO production support issues.
- Escalate production support issues to Tier 2 for ticket evaluation/investigation and forward issue notification when necessary.
- Interact with FEMA Help Desks (e.g., GPD, Public Assistance (PA) Grant, Enterprise Service Desk (ESD), Federal Insurance and Mitigation Administration (FIMA), Individual Assistance (IA) Help Desk).
- Provide surge user support capacity for the FEMA GO system.
- Optimize user experience by providing guidance, when requested, to the development team.
- Reference and update deliverables including user guides, job aids, and SOPs of the FEMA GO System.
BASIC QUALIFICATIONS:
- One (1) – three (3) years of experience in IT tier 1 help desk support.
- Familiarity with FEMA GO preferred
CLEARANCE LEVEL:
- Moderate Risk DHS Background Investigation (must pass)
Other Information
BENEFITS:
- Health, Dental, Vision, 401K Matching, AD&D Insurance
EEO Employer F/M/Vet/Disabled
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