Service Desk Specialist in Bethesda, MD
Elegant Enterprise Wide Solutions
Bethesda, MD, United States
22 days ago
- Discuss this with your agent
- Open in Claude
- Open in ChatGPT
Apply on www.dice.com
Prepare application
- Draft this with your agent
- Open in Claude
- Open in ChatGPT
Role details
Contract type
Contract
Employment type
Full-time (> 32 hours)
Experience level
Expert
Experience required
7 years minimum
Working hours
Regular working hours
Job source
Tech stack
Multitier Architecture
Enterprise Software Applications
Servicenow
Job description
- 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.
Requirements
- 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.
Apply for this position
This job is hosted externally. Click below to view the full posting and apply.
Apply on www.dice.com
Prepare application
- Draft this with your agent
- Open in Claude
- Open in ChatGPT
Good distractions
Loading talks and stories from around this role…