Help Desk Technician (Tier 1) - Remote

Overview

Solerity, Inc. is seeking a Help Desk Technician to support FEMA Grants Program Directorate (GPD) Program Management Office (PMO) and to be a single point-of-contact service desk for all end user IT-related incidents and service requests. Must have strong customer service skills as well as analytical technical skills. Experience troubleshooting web based applications.

In Short

• Respond to Tier 1 and 2 help desk inquiries to external and internal users via phone, email, chat, screenshare, or other form of communication for the FEMA Go Grants Management System.
• Troubleshoot, and resolve FEMA GO production support issues.
• Triage issues and forward notification if system is not functioning.
• Interact with other FEMA helpdesks.
• Provide surge user support capacity for the FEMA GO Grants Management System.
• Provide guidance when requested to the development team to optimize the user experience.
• Provide metrics and reports when requested to leadership.
• Assist personnel with updates to the application and processes as they changed as well as any workarounds that are required.

Requirements

• US Citizen with the ability to obtain a Public Trust Clearance
• Proficient in Internet Explorer, Firefox, Safari, Chrome
• Previous experience working with Web Applications

Benefits

• Medical, dental and vision coverage
• 401(k) and company-funded life insurance
• Generous PTO
• Tuition and training assistance
• Financial rewards for employee referrals