T-Rex Solutions, LLC
Service Desk Support Specialist
T-Rex Solutions, LLC, Washington, District of Columbia, us, 20022
Service Desk Support Specialist
Join
T-Rex Solutions, LLC
to support the Process and Tools (P&T) team for the PEO Defense Healthcare Management System (DHMS). DHMS provides modern electronic health record capabilities to 9.6 million active military personnel, their families, and beneficiaries. The Workforce 3.0 program delivers world‑class technology through innovative processes and best‑in‑class methodologies from the private sector.
Responsibilities
Operate the Process and Tools Support Desk, monitor support channels, capture requests, and provide Tier‑1+ response within SLA rules.
Develop and maintain dashboards, FAQs, and job aids to support superior service.
Guide access requests through the approval process and gather requirements for enhancement requests.
Identify, troubleshoot, and resolve Tier 1 support requests; escalte complex issues to Tier 2 as needed.
Conduct periodic online support sessions to troubleshoot unique questions and utilization requests.
Collaborate with the internal team to plan upgrades, adoption campaigns, and coordinate enhancement requests.
Execute advanced reporting for test and other workstreams; participate in review and prioritization teams.
Support tools and access delivery workshops, forums, and tiger teams.
Engage in partner onboarding coordination.
Keep internal documentation current with 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.
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.
Proficiency using JIRA to support Service Desk activities.
Risk Management experience.
Requirements gathering experience.
Ability to work independently and as part of a larger team.
Strong written and verbal communication skills.
Desired Skills
Bachelor’s Degree preferred in Information Technology, Computer Science, Engineering or a related discipline.
Experience using ServiceNow and JIRA.
ITIL knowledge.
Security+ certification.
Experience at the Defense Health Agency.
T‑Rex Overview T‑Rex Solutions, LLC, established in 1999, is a mid‑tier business providing data‑centric mission services to the federal government. We design, integrate, secure, and deploy advanced technical solutions so agencies can efficiently meet critical objectives. T‑Rex offers IT and professional services to multiple federal agencies and is a leader in cloud, infrastructure, cybersecurity, and big‑data engineering.
T‑Rex is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, sex (including pregnancy, sexual orientation), parental status, national origin, age, disability, family medical history, genetic information, political affiliation, military service, or other non‑merit factors.
In compliance with pay transparency guidelines, the annual base salary range for this position is $95,000 – $130,000. Salary is based on scope and responsibilities, experience, education, key skills, internal equity, and market considerations.
T‑Rex offers a diverse and collaborative work environment, opportunities for professional growth, and generous benefits: PTO with immediate use, paid parental leave, comprehensive health, vision and dental coverage, annual training budget, tuition reimbursement, and a 401(k) plan with company match fully vested after 60 days.
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T-Rex Solutions, LLC
to support the Process and Tools (P&T) team for the PEO Defense Healthcare Management System (DHMS). DHMS provides modern electronic health record capabilities to 9.6 million active military personnel, their families, and beneficiaries. The Workforce 3.0 program delivers world‑class technology through innovative processes and best‑in‑class methodologies from the private sector.
Responsibilities
Operate the Process and Tools Support Desk, monitor support channels, capture requests, and provide Tier‑1+ response within SLA rules.
Develop and maintain dashboards, FAQs, and job aids to support superior service.
Guide access requests through the approval process and gather requirements for enhancement requests.
Identify, troubleshoot, and resolve Tier 1 support requests; escalte complex issues to Tier 2 as needed.
Conduct periodic online support sessions to troubleshoot unique questions and utilization requests.
Collaborate with the internal team to plan upgrades, adoption campaigns, and coordinate enhancement requests.
Execute advanced reporting for test and other workstreams; participate in review and prioritization teams.
Support tools and access delivery workshops, forums, and tiger teams.
Engage in partner onboarding coordination.
Keep internal documentation current with 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.
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.
Proficiency using JIRA to support Service Desk activities.
Risk Management experience.
Requirements gathering experience.
Ability to work independently and as part of a larger team.
Strong written and verbal communication skills.
Desired Skills
Bachelor’s Degree preferred in Information Technology, Computer Science, Engineering or a related discipline.
Experience using ServiceNow and JIRA.
ITIL knowledge.
Security+ certification.
Experience at the Defense Health Agency.
T‑Rex Overview T‑Rex Solutions, LLC, established in 1999, is a mid‑tier business providing data‑centric mission services to the federal government. We design, integrate, secure, and deploy advanced technical solutions so agencies can efficiently meet critical objectives. T‑Rex offers IT and professional services to multiple federal agencies and is a leader in cloud, infrastructure, cybersecurity, and big‑data engineering.
T‑Rex is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, sex (including pregnancy, sexual orientation), parental status, national origin, age, disability, family medical history, genetic information, political affiliation, military service, or other non‑merit factors.
In compliance with pay transparency guidelines, the annual base salary range for this position is $95,000 – $130,000. Salary is based on scope and responsibilities, experience, education, key skills, internal equity, and market considerations.
T‑Rex offers a diverse and collaborative work environment, opportunities for professional growth, and generous benefits: PTO with immediate use, paid parental leave, comprehensive health, vision and dental coverage, annual training budget, tuition reimbursement, and a 401(k) plan with company match fully vested after 60 days.
#J-18808-Ljbffr