What are the responsibilities and job description for the Service Desk Specialist in Bethesda, MD position at Elegant Enterprise Wide Solutions?
Location: Bethesda, MD
Duration: 1 Years
Responsibilities
- 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.
Education and Experience
- 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.