Help Desk Specialist

Role Description: 

Overview: As a Microsoft Help Desk Specialist, you will play a crucial role in managing the end user support experience for customers utilizing the Task Management Tool (TMT) application. Your responsibilities will include developing and refining standard operating procedures for multiple ticketing systems, identifying areas for improvement in Help Desk operations, and analyzing performance metrics to ensure efficient support services. You will serve as a Tier 1 and 2 Agent, escalating any concerns to program leadership and maintaining ownership of knowledge articles within the team's Wiki. Additionally, you will be expected to manage tickets through Service Now and other Help Desk services, serving as a subject matter expert for the TMT Help Desk.

To excel this role, you should have a strong federal background, excellent verbal and written communication skills, and at least 1-2 years of experience supporting a software application, preferably Microsoft-based. Experience in Help Desk and troubleshooting support is also required, particularly with Microsoft-based applications. As the position may require up to 100% onsite work in the National Capital Region with access to NIPR and SIPR, ship and Secret Security Clearance are essential. Exposure to Power Apps, Dynamics, SharePoint, and Service Now will be beneficial for success in this role, as well as a deep understanding of customers' business processes.

In summary, the Microsoft Help Desk Specialist role offers a unique opportunity to work closely with the TMT application and various clients, providing critical support services and driving continuous improvement in Help Desk operations. With a focus on developing standard procedures, analyzing performance metrics, and serving as a subject matter expert, this position requires a candidate with strong communication skills, federal background, and experience in supporting Microsoft-based applications.

Here is what you need:

-Strong Federal Background

-Strong Verbal and Written Skills

-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

-Up to 100% onsite at a location in the National Capital Region with daily access to NIPR and SIPR

-Secret Security Clearance

Bonus if you have:

-Experience with The Task Management Tool (TMT)

-Experience with Power Apps, Dynamics, SharePoint, and Service Now