Service Desk Support Specialist at T-Rex Solutions

T-Rex is seeking a Service Desk Tier 1 Support Specialist to join the Process and Tools (P&T) team supporting the PEO Defense Healthcare Management System (DHMS).The PEO DHMS is transforming the delivery of health care and advance data sharing through a modernized electronic health record for service members veterans and their families. The Workforce 3.0 program within DHMS is a managed solution that leverages innovative new processes methods and best-in-class methodologies from the private sector to enable the entire PEO DHMS workforce to deliver world-class technology. The DHMS systems provide important health IT capabilities to 9.6 million active military their families and their beneficiaries. This program supports management of technical deployments field deployments and technology training/adoption. Lets talk about how you can help make a difference!Responsibilities: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 processGather information and requirements for enhancement requestsIdentify troubleshoot and resolve Tier 1 support requests. Escalate complex issues to Tier 2 support as neededConduct 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.Desired Skills:Bachelors Degree preferred in Information Technology Computer Science Engineering or another similar discipline.Experience using ServiceNow and JIRAITIL KnowledgeSecurity Certification.Experience at the Defense Health Agency.T-Rex OverviewEstablished in 1999 T-Rex Solutions LLC is a proven mid-tier business providing data-centric mission services to the Federal government as it increasingly tries to secure and leverage the power of data. We design integrate secure and deploy advanced technical solutions for our customers so they can efficiently fulfill their critical objectives. T-Rex offers both IT and professional services to numerous Federal agencies and is a leader in providing high quality and innovative solutions in the areas of Cloud and Infrastructure Services Cyber Security and Big Data Engineering.T-Rex is constantly seeking qualified people to join our growing team. We have built a broad client base through our devotion to delivering quality products and customer service and to do that we need quality individuals. But more than that we at T-Rex are committed to creating a culture that supports the development of every employees personal and professional lives. T-Rex has made a commitment to maintain the status of an industry leader in compensation packages and benefits which includes competitive salaries performance bonuses training and educational reimbursement Transamerica 401(k) and Cigna healthcare benefits.T-Rex is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race religion color sex (including pregnancy and sexual orientation) parental status national origin age disability family medical history or genetic information political affiliation military service or other non-merit based factors.In compliance with pay transparency guidelines the annual base salary range for this position is $95000 - $130000. Please note that the salary information is a general guideline only. T-Rex considers factors such as (but not limited to) scope and responsibilities of the position candidates work experience education/training key skills internal peer equity as well as market and business considerations when extending an offer.T-Rex offers a diverse and collaborative work environment exciting opportunities for professional growth and generous benefits including: 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 and a 401(k) plan with company match fully vested after 60 days of employment among other benefits.Required Experience:IC Key Skills Editorial,Catering,B2C,Camp,Computer Engineering Employment Type : Full Time Experience: years Vacancy: 1 Monthly Salary Salary: 95000 - 130000