Help Desk Support Service Specialist

Job Title: Help Desk Support Service Specialist

Job Category: IT 

Location: Washington DC 

Clearance: Secret Clearance 

SHR Consulting Group LLC, headquartered in Alexandria, VA. Our IT Professionals help organizations by providing intelligent solutions that solve today’s problems and prepare them for tomorrow’s challenges. We focus not only on the tactical aspects of providing solutions in today’s IT landscape but also possess the strategic vision to anticipate and react to the inevitable changes that will form the basis of tomorrow’s IT landscape. SHR provides thought leadership which enables organizations to make technology investments that align with their strategic business objectives. We offer our employees a competitive benefit package including health/dental/vision insurance, 401k, ancillary benefits, and personal time-off.

The Help Desk Support Service Specialist will utilize the Task Management Tool (TMT), 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 Lead 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.

Job Responsibilities: 

• 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

Roles Demonstrated:

• 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 daily access to NIPR and SIPR

Education/Experience:

A bachelor’s degree in a technical discipline (computer science, information systems or related field) or combination of education and relevant job experience. 

SHR Consulting Group is an Equal Opportunity Employer and Prohibits Discrimination and     

Harassment of any kind. All employment decisions at SHR Consulting Group are based on    

business needs, job requirements, and individual qualifications, without regard to race, color,   

religion or belief, gender, sexual orientation, gender identity, national origin, veteran or disability 

status or any other status protected by the laws and regulations in the location where we     

operate.