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# Service Desk Specialist in Bethesda, MD

- **Company:** Elegant Enterprise Wide Solutions
- **Location:** Bethesda, MD, United States
- **Experience:** Expert
- **Contract:** Contract
- **Skills:** Multitier Architecture, Enterprise Software Applications, Servicenow
- **Published:** October 14, 2026
- **Apply:** https://www.dice.com/job-detail/e1814cbb-5ec7-4f4d-8d27-034c70954bc5

## About the Role

* 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.

## 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.