SAIC is seeking an experienced Help Desk Analyst to provide Help Desk services and support to external and internal users of the Federal Emergency Management Agency (FEMA) Grant Outcomes (GO) platform which intakes, approves, and manages FEMA grants. This position is temporarily remote due to Covid but could potentially return to office post-Covid. This position will provide support for FEMA systems, grant administration services, Assistance to Firefighters Grants, Adequate Fire & Emergency Response grants, and Hazard Mitigation Assistance Grants.
Roles & Responsiblities:
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 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 3 for ticket creation 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
Provide metrics and reports when requested to leadership
Update Help Desk resources of application and process changes and developed workarounds
Reference and update deliverables including user guides, job aids, and SOPs of the FEMA GO system
Qualifications
Required Qualifications:
Bachelors and two (2) years or more experience; Masters and 0 years related experience
2 years of IT Support experience, preferably in a Help Desk or Call Center environment
Able to solve technical issues via telephone, email, and chat.
Excellent communication and customer service skills
Must be able to obtain DHS public trust
Due to public trust, citizenship is required
Desired Qualifications:
Experience with Grants systems is preferred
COVID Policy: Prospective and/or new employees are required to adhere with SAIC's vaccination policy. All SAIC employees must be fully vaccinated and they must submit proof of vaccination on their first day of employment. Prospective or new employees may seek an exemption to the vaccination requirement at and must have an approved exemption prior to the start of their employment. Where work is performed strictly at a customer site, customer site vaccination requirements preempt SAIC's vaccination policy. Target salary range: $65,001 - $75,000. The estimate displayed represents the typical salary range for this position based on experience and other factors.
