Service Desk Support Specialist

A company is looking for a Service Desk Support Specialist to join the Process and Tools team, providing Tier 1 support for the Defense Healthcare Management System.

Key Responsibilities

Operate the Process and Tools Support Desk, providing Tier-1+ responses and monitoring support channels

Develop and maintain dashboards, FAQs, and job aids for superior service support

Identify, troubleshoot, and resolve Tier 1 support requests, escalating complex issues as necessary

Required Qualifications

Minimum 5 years of recent and relevant IT Service Desk experience

Proven experience as an IT Service Desk Analyst or similar role in IT

Sound understanding of IT Service Desk operations and computer systems

Experience using JIRA in support of Service Desk activities

Risk Management and requirements gathering experience