Help Desk Analyst - Tier I

Description

As a Help Desk Analyst, the successful candidate will be a member of the Tier 1 support team which serves as the single point of contact for providing responsive, accurate and quality customer service for financial systems' related questions.

• The team supports multiple FEMA systems and will support both internal and external end-users. 
• Users contact the service team via telephone, email or through Microsoft Teams, and Service Desk ticketing tool.

Requirements

• Bachelor's degree plus a minimum of 3 years of experience.
• Must be a U.S. citizen to be able to obtain a FEMA Entrance on Duty (EOD) clearance.
• Excellent verbal and written communication skills, phone etiquette, data entry.
• Good teamwork, problem-solving, and analytical skills.
• Experience in troubleshooting and conducting root cause analysis.
• Must be customer focused and service oriented, attentive to details, with ability to multi-task and act with professionalism at all times

Preferred Qualifications:

• Demonstrate sound customer service and telephone etiquette in responding to customer calls or inquiries for service and support.
• Demonstrate strong attention to detail, problem solving, and a desire to provide outstanding customer support.
• Experience working in a call center or Help Desk and Support center organization, providing user support and customer service.
• Experience with an incident management application.

About OneGlobe

OneGlobe LLC is a small business headquartered in Virginia that has delivered innovative software engineering, cloud, data, and AI/ML solutions to federal customers since 2005. We are an AWS Partner Network Advanced Tier Consulting Partner, CMMI-DEV Level 3 appraised, and have been recognized as a Top Workplace. Our culture emphasizes continuous learning, collaboration, and mission-focused delivery — and we invest in our people through training, certifications, and clear career pathways.

OneGlobe is staffing a federal data science services team that supports a high-impact mission program. The team works alongside business analysts, machine learning engineers, application developers, and government leaders to build analytic and AI/ML capabilities on top of an enterprise analytics platform. The work spans predictive and prescriptive analytics, machine learning, natural language processing, graph analytics, visualization, and unified case management — at a scale of millions of records per day. Engagements typically run from three-month sprints to multi-year capability builds, on mostly structured data drawn from many disparate sources.

The Data Analyst is a key member of the project team, working under occasional supervision to mine, prepare, analyze, and report on mission data. They implement models built by senior team members, design dashboards and reports, and surface findings that inform program decisions and policy.