Help Desk Specialist

Blue Rose is seeking a Help Desk Specialist to support our work with a federal client. This is an On-Site role at Ft. Belvoir, Virginia and is open to U.S. Citizens ONLY.    

Successful candidates are required to have a Secret Security Clearance.   

In this role you will:  

• Manage the end user Help Desk support experience across our tenants for the Task Management Tool (TMT) application (Microsoft-based application) 

• Develop/refine standard operating procedures to manage multiple ticketing systems across the client portfolio 

• Identify areas of improvement for Help Desk operations for all tenants/team members  

• Develop, analyze, and disseminate performance metrics  

• Serve as a Tier 2 and 3 Agent  

• Escalate Help Desk concerns to leadership  

• Regularly publish and update articles to the team’s Wiki and possess ownership of Knowledge Articles and SOPs 

• Work with multiple MS technologies including Dynamics, Office 365, Active Directory, Active Directory Federation Services, and load balancing  

REQUIREMENTS:  

Candidates must have:  

• Strong DoD background  

• 1-2 years’ experience supporting Software Applications, preferably Microsoft-based (Microsoft Dynamics) 

• 1-2 years’ experience with Tier 2/Tier 3 troubleshooting 

• 2-3 years’ Help Desk and Troubleshooting Support, preferably of a Microsoft-based application  

• 2-3 years’ experience interfacing with both client managers and system users 

• Ability to communicate clearly and succinctly both written and orally, and present products and ideas in a business-like manner 

• Ability to work in a dynamic fast paced environments that require team interaction and coordination of efforts 

Preferred Qualifications:  

• Background and understanding of Defense Agency organizations and operations  

Salary: $63,000 - $70,000, Depending on Experience 

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