Remote Help Desk Support Service Specialist


Job title: Remote Help Desk Support Service Specialist

Company: Ardalyst

Job description: Specifications

Job Title: Remote Help Desk Support Service Specialist

Department: Operations

Reports To: VP-Operations / Services Delivery

Effective Date: 12/8/2021

Company Introduction:

Ardalyst’s primary goal is to help clients protect and expand their competitive edge to succeed in a highly competitive digital world. We have a passion for the work we do, working tirelessly to meet client needs and to make our industry smarter and more capable. By challenging common wisdom, sharing best practices, and looking at problems differently, the Ardalyst team helps educate public and private institutions on how best to mature workforces, processes, and technologies to thrive and succeed in a rapidly changing environment.

Job Summary:

The Task Management Tool (TMT) is an Accenture-owned, Microsoft-based application that provides a correspondence management solution for the Department of Defense. There are more than 60 TMT deployments across the DoD. The TMT Help Desk Support Specialist will manage the end user Help Desk support experience across TMT tenant. If new to TMT, the Help Desk Support Service Specialist is expected to quickly develop a deep understanding of the TMT application, the program’s environment, and the overall client context.

Duties/Responsibilities:

  • Develops code/configurations and hand off for client deployment
  • Participates in program/client meetings to offer professional advice on how to best achieve the intended result and how to address client requirements
  • Works closely with assigned Business Analysts to evaluate and shape requirements with an understanding what is easily configurable in Dynamics, with quick turnarounds for delivery
  • Provides a third-party review of the schedule and sprint stories to ensure they are complete

Required Skills/Abilities:

  • Develop/refine standard operating procedures to manage multiple ticketing systems across the TMT client portfolio (e.g., AESD and local help desk support)
  • Identify areas of improvement for Help Desk operations for all tenants/team members
  • Develop, analyze, and disseminate performance metrics
  • Serve as a Tier 1 and 2 Agent
  • Escalate Help Desk concerns to TMT leadership
  • Regularly publish and update articles to the TMT team’s Wiki, and possess ownership of AESD Knowledge Articles
  • Manage Army Enterprise Service Desk (AESD) Resolver Activities for all tenants, specifically for remote Tier 1 and 2 tenants (as well as oversight of other Help Desk services)
  • Serve as TMT Help Desk SME
  • Additionally, the TMT Help Desk support specialist will be exposed to the various deliverables, processes, and expectations for effective delivery at our clients.

Basic Qualifications:

  • US Citizenship required (dual citizenship not eligible for consideration)
  • Strong DoD 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 access to NIPR and SIPR
  • Secret Security Clearance (or ability to obtain)
  • Background and understanding of Defense Agency organizations and operations
  • 1-2 years of experience training in a classroom setting
  • Hold or complete cybersecurity workforce certifications as required

Security Clearance Requirement:

  • Candidates shall possess (or be able to obtain) a DOD “Secret” (or equivalent) clearance

Physical Requirements:

  • Prolonged periods of sitting at a desk and working on a computer
  • Must be able to lift up to 15 pounds at times

Compensation

  • $70K-$80K Target Salary Range
  • Health, Dental, Vision, and Disability Insurance Coverage
  • 401K participation (4% Match Upon Hire)
  • Three weeks annual paid time off (Accrued monthly)

Disclaimer

Ardalyst Federal, LLC is an EOE that empowers employees, no matter their race, color, religion, sex, gender identity, sexual orientation, national origin, disability, veteran status, or other protected characteristic—to meet and exceed customer expectations and thrive in a collaborative and dynamic work environment.

Expected salary: $80000 per year

Location: Washington DC

Job date: Fri, 10 Dec 2021 23:37:59 GMT

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