Blue Rose is seeking a Help Desk Support Service Specialist to support our work with a federal client. This is a Hybrid role requiring some onsite and some remote work at Ft. Belvoir, Virginia and is open to U.S. Citizens ONLY.
Successful candidates will be required to obtain a Secret Security Clearance.
In this role you will:
- Manage the end user Help Desk support experience across our tenants for a Microsoft-based application that provides a correspondence management solution for the Department of Defense, of which there are more than 60 deployments across the DoD
- Develop/refine standard operating procedures to manage multiple ticketing systems across the client portfolio (e.g. AESMP and local help desk support)
- Identify areas of improvement for Help Desk operations for all tenants/team members
- Develop, analyze, and disseminate performance metrics
- Serve as a Tier 1 and 2 Agent
- Escalate Help Desk concerns to leadership
- Regularly publish and update articles to the team’s Wiki, and possess ownership of AESMP Knowledge Articles
- Manage Army Enterprise Service Management Platform (AESMP) Resolver Activities for all tenants, specifically for remote Tier 1 and 2 tenants (as well as oversight of other Help Desk services)
- Serve as Help Desk SME
REQUIREMENTS:
Candidates must have:
- Strong DoD background
- 1-2 years support of a Software Application, preferably Microsoft-based
- 1-2 years of Help Desk and Troubleshooting Support, preferably of a Microsoft-based application
Preferred Qualifications:
- Background and understanding of Defense Agency organizations and operations
- 1-2 years of experience training in a classroom setting
Salary: $62,000 – $68,000