Service Desk Specialist in Bethesda, MD

Location: Bethesda, MD

Duration: 1+ Years

Responsibilities

• Investigate and resolve complex eRA and enterprise application support issues.
• Handle Tier II escalations and coordinate unresolved issues with appropriate support teams.
• Review tickets for completeness, accuracy, troubleshooting quality, and resolution documentation.
• Provide troubleshooting guidance and mentor service desk personnel.
• Develop and maintain standard operating procedures.
• Support root cause reviews and identify recurring user issues.
• Maintain clear communication with users throughout the support process.

Education and Experience

• Bachelor's degree preferred; equivalent relevant experience acceptable.
• At least 7 years of experience in enterprise service desks, grants management support, federal systems support, or mission-critical user support.

Technical Expertise

eRA and enterprise application support, ServiceNow ticket handling, escalation management, standard operating procedures, root cause review, and customer support.

Preferred Certifications

ITIL 4 Foundation; HDI Support Center Analyst.