Tier 2 Help Desk- Database

Published date Posted on Indeed on May 13, 2022 (11 d ago)


This is a Full Time Telework position.

  • Troubleshoot incoming external email and calls pertaining to issues, and closeouts in the system.
  • Troubleshoot incoming internal users email and calls regarding processing payments, amendments, awarding, closeouts in the system and escalating issues that cannot be resolved.
  • Verify system outages and report to stakeholders regarding system availability.
  • Triage issues and forward notification if system is not functioning.
  • Assist personnel with updates to the application and processes as they changed as well as any workarounds that are required.
  • Provide guidance when requested to the development team to optimize the user experience.
  • Participate daily meetings with T3 helpdesk
  • Assist with testing the system when required.
  • Direct programmatic emails to the Program support helpdesk and answer emails that are technical in nature
  • Manage the Grants Management Division FEMA Go mailbox and forward appropriate emails to their respective departments.
  • Process FEMA Go User Access forms
  • Work with developers on rejected obligations
  • Run ADHOC reports for FEMA Leadership when requested
  • Run queries on the backend for user accounts


  • Bachelor’s degree (or 6 years exp; or AS degree and 4yrs)
  • 3-5 years in a service desk environment
  • Must have a minimum working knowledge of Government processes
  • Tier I and Tier II help desk support
  • Public Trust Clearance

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