Job Description

Marathon TS is looking for a Help Desk Specialist to support our efforts at FEMA.

Required skills/Level of Experience:

• Microsoft Office Suite (Word, Excel, PowerPoint, etc.) – 5 years+
• Analytical skills: The team member must be able to take in a large amount of information and then analyze for resolution and potential trends requiring escalation – 8 years+
• Soft Skills – 8 years+
  • Written Communication: Provide valuable information for a knowledge-based entry that could be further indexed and queried for future use. Provide clear communication to the users to help answer questions or provide clarity for when a resolution will occur. Provide detailed documentation of the issue and troubleshooting steps completed before escalation to technical SMEs and higher Tiers.
  • Verbal Communication: The team member must be able to gather information and explore issues without frustrating the user.
  • Active Listening: Team member is expected to use their intelligence, experience, knowledge, and creativity to explore a problem and identify a solution.
  • Questioning: Critical thinkers often ask themselves questions about a problem or issue, and then seek out the answer. When troubleshooting, team members identify a theory of a probable cause and then attempt to validate the theory.
  • Changing Perspectives: Solutions are often more obvious when a team member looks at a problem from a different perspective, such as that of a user.
  • Evaluating Evidence: The team member is able to use reason to evaluate existing facts and arrive at a substantiated conclusion.
  • Conflict Resolution: The team member must be able to stay focused on the problem when a user is frustrated at the system; remain sensitive to the user's frustrations while guiding the user to a resolution.

Preferred skills/Level of Experience:

• Experience troubleshooting GIS applications – 5+ years