JOB SUMMARY:
Provide tier 1 phone, email and online support to end users needing assistance with the Center for Domestic Preparedness’ (CDP’s) web-based applications and systems such as FEMA Student Identification (SID) registration site, CDP’s Training Administration System (CTAS), and CDP Student Portal.

POSITION REQUIREMENTS:

• Must be a United States citizen
• Able to pass DHS background and financial security investigation and obtain public trust clearance
• Must be able to communicate and translate between English and Spanish verbally and written
• 1+ years working experience in Tier 1 Help Desk support services
• Proven working knowledge of Microsoft Outlook, Excel and Word
• Proven working knowledge of web applications, systems and forms
• Proven working knowledge of Help Desk issue reporting data entry
• Must be able to work flexible schedule of overtime extended hours and weekends when required

Collaborative call center team support for the following:

• Provide professional first call solution support services to end users needing assistance with accessing and using the FEMA Student Identification and CTAS web-based registration systems and NTE Training Analytics site.
  • Assist with account creation.
  • Reset passwords.
  • Resolving duplicate accounts.
  • Cooperate with CDP federal and contractor staff to provide correct training documents, registration information, travel information and other relevant CDP training information.
• Provide professional first call solution support services to CDP staff requesting assistance and reporting issues.
• Accurately create, enter and update work orders in Microsoft Service Manager or other CDP provided work order/help desk ticket system.
• Generate and maintain an accurate and current log of all help desk related requests.
• Perform basic troubleshooting errors and testing solutions.
• Assist with user acceptance testing and pilots of developed systems and applications.
• Document problems and issues as well as provide feedback and suggestions for improving system functionality.
• Identify and report trending issues that indicate system, network or other related failure(s).
• Use of Microsoft Office products for documentation, reporting, and tracking purposes.

Must have real world experience in application help desk support at an enterprise level. Microsoft Certified Professionals (MCP) are desired, but not required.

Microsoft Windows 10, Microsoft Office Suite, various Internet browsers to include Internet Explorer, Mozilla, Firefox, Chrome and be able to learn new Operating Systems, Applications and over the phone hardware troubleshooting skills during normal hours using on the job training.

Education

• Requires a High School diploma, AS or BS preferred.
• Requires 4 years relevant experience without a Degree or 2 years relevant experience with a degree.

Specific Skills

• 3+ years of experience with proficiency supporting Microsoft Windows 10.
• 2+ years of experience providing over the phone hardware & software troubleshooting.
• 2+ years of experience with Remedy Help Desk, or similar help desk system.
• 3+ years of experience with proficiency supporting Microsoft Office Suite.
• Demonstrated ability to type 25 words per minute or more.
• Demonstrated ability to interact and work with a diverse customer base.

• Microsoft Certified Professionals (MCP) is desirable.