What are the responsibilities and job description for the Hazus PM / Hazus Help Desk position at Metric5?
Support DHS Federal program consisting of approximately 20 systems as a Tier 2 Help Desk technician. The program is seeking a polite, patient, and courteous team member who can clarify situations and provide useful information and advice. Communication skills are vital, not solely to leave a positive impression, but also to bridge the gap between customer and technician.
Required skills / Level of Experience :
- Microsoft Office Suite (Word, Excel, Powerpoint etc) - 5 year
- 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 year
- Soft Skills - 8 year
o 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.
o Verbal Communication : The team member must be able to gather information and explore issues without frustrating the user.
o Active Listening : Team member is expected to use their intelligence, experience, knowledge, and creativity to explore a problem and identify a solution.
o 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.
o 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.
o Evaluating evidence : The team member is able to use reason to evaluate existing facts and arrive at a substantiated conclusion.
o 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 :
About Metric5
Metric5 is a small business with big company benefits. We have a passionate team of smart, fun-
caring professionals, and we are here for the long haul. Join our growing team in a business
where your contributions make an enormous impact. Our organization offers a comprehensive
employee benefits package, continuous professional development, with a best in class company
culture that is enjoyable to work in and supports the growth of each of our professionals.
Our benefits include :
Metric5 is an Equal Opportunity Employer. All qualified applicants will receive consideration
for employment without regard to race, color, religion, sex, sexual orientation, gender identity,
national origin, disability, or status as a protected veteran.
