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Help Desk Analyst

Job ID: 2200648
Location: ARLINGTON, VA, United States
Date Posted: Jan 14, 2022
Category: Information Technology
Subcategory: Technical Svcs
Schedule: Full-time
Shift: Day Job
Travel: Yes, 10 % of the Time
Minimum Clearance Required: None
Clearance Level Must Be Able to Obtain: Public Trust
Potential for Remote Work: Yes
Benefits: Click here

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Job Description

Description

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 Contact Us 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.


Overview

SAIC® is a premier Fortune 500® technology integrator driving our nation's technology transformation. Our robust portfolio of offerings across the defense, space, civilian, and intelligence markets includes secure high-end solutions in engineering, digital, artificial intelligence, and mission solutions. Using our expertise and understanding of existing and emerging technologies, we integrate the best components from our own portfolio and our partner ecosystem to deliver innovative, effective, and efficient solutions that are critical to achieving our customers' missions.

We are more than 26,500 strong; driven by mission, united by purpose, and inspired by opportunities. SAIC is an Equal Opportunity Employer, fostering a respectful work culture based on diversity, equity, and inclusion that values all contributors. Headquartered in Reston, Virginia, SAIC has annual revenues of approximately $7.1 billion. For more information, visit saic.com.

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