Blue Rose is seeking a Help Desk Technician to support our work with a federal client. This is an On-Site role at Ft. Belvoir, Virginia and is open to U.S. Citizens ONLY. Successful candidates are required to have a Secret Security Clearance. In this role you will: * Manage the end user Help Desk support experience across our tenants for the Task Management Tool (TMT) application (Microsoft-based application)
* Develop/refine standard operating procedures to manage multiple ticketing systems across the client portfolio
* Identify areas of improvement for Help Desk operations for all tenants/team members
* Develop, analyze, and disseminate performance metrics
* Serve as a Tier 2 and 3 Agent
* Escalate Help Desk concerns to leadership
* Regularly publish and update articles to the team's Wiki and possess ownership of Knowledge Articles and SOPs
* Work with multiple MS technologies including Dynamics, Office 365, Active Directory, Active Directory Federation Services, and load balancing
REQUIREMENTS: Candidates must have: * Strong DoD background
* 1 years' experience supporting Software Applications, preferably Microsoft-based (such as Microsoft Dynamics)
* 1 years' experience with Tier 2/Tier 3 troubleshooting
* 2 years' Help Desk and Troubleshooting Support, preferably of a Microsoft-based application
* 2 years' experience interfacing with both client managers and system users
* Ability to communicate clearly and succinctly both written and orally, and present products and ideas in a business-like manner
* Ability to work in a dynamic fast paced environments that require team interaction and coordination of efforts
Preferred Qualifications: * Background and understanding of Defense Agency organizations and operations
Salary: $63,000 - $70,000, Depending on Experience