Service Desk Support Specialist

4 hours ago

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T-Rex Solutions, LLC

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Cybersecurity • Government • IT Engineering Services

T-Rex Solutions is a company that specializes in IT modernization and cybersecurity services for Federal agencies. They have a strong focus on agile transformation, cloud adoption, and infrastructure optimization. T-Rex Solutions has been recognized for its commitment to quality, achieving a CMMI Level 3 appraisal, and has received several workplace awards for its remote work environment. The company is known for its strategic partnerships, especially with government entities like the U. S. Census Bureau, where they contributed to moving the Census online. T-Rex Solutions also engages in community service and supports veterans, demonstrating a commitment to social impact beyond their IT services.

201 - 500 employees

🔒 Cybersecurity

🏛️ Government

📋 Description

• Operate the Process and Tools Support Desk, including monitoring support channels, capturing requests and providing Tier-1+ response within the SLA rules. • Develop and maintain usable and useful Dashboards, FAQs, and Job Aids for the delivery of superior service support. • Guide access requests through the approval process • Gather information and requirements for enhancement requests • Identify, troubleshoot, and resolve Tier 1 support requests. Escalate complex issues to Tier 2 support as needed • Conduct periodic online support sessions allowing users a scheduled window to present and troubleshoot unique questions and utilization requests. • Work with the internal team to plan upgrades, adoption campaigns, and coordination of requests for enhancement. • Execute advanced reporting for Test and other workstreams. Participate in request review and prioritization working teams. • Support tools and access delivery workshops, forums, and Tiger Teams. • Engaging in Partner on-boarding coordination. • Keep internal documentation up to date as required by system changes. • Contribute to the development and maintenance of a knowledge base of common issues and solutions. Develop training documentation and how-to guidance.

🎯 Requirements

• Minimum 5 years of recent and relevant IT Service Desk experience. • Proven experience as an IT Service Desk Analyst or similar role in IT. • Sound understanding of IT Service Desk operations, computer systems (hardware/software), networks, etc. • Experience in analysis, implementation, and evaluation of IT systems and their specifications. • Experience using JIRA in support of Service Desk activities. • Risk Management experience. • Requirements gathering experience. • Ability to work independently as well as part of a larger team. • Strong written and verbal communication skills.

🏖️ Benefits

• PTO available to use immediately upon joining (prorated based on start date) • paid parental leave • individual and family health, vision, and dental benefits • annual budget for training • professional development and tuition reimbursement • 401(k) plan with company match fully vested after 60 days of employment