Help Desk Technician

Job Description

Blue Rose is seeking a Help Desk Technician 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 + years’ experience supporting Software Applications, preferably Microsoft-based (such as Microsoft Dynamics)

1+ years’ experience with Tier 2/Tier 3 troubleshooting

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

2+ 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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