The Help Desk Support will provide support for the Knowledge Exchange (Kx) SharePoint Content Management tool for the Medical Information Delivery (MID) program.
The candidate will be responsible for providing Tier 1 – Basic User Support, Tier 2 – More complex technical support and Tier 3 – Highly technical support across several different project teams and all branches of service (Army, Navy, AF, Marines) and their contractors (CAC-accessed).
Candidate will manage all logged help desk tickets, provide training to users as needed and provide weekly reports to the Project Lead. This position has a wide range of responsibilities including, but not limited to:
Use existing SharePoint ticketing system
Respond to requests within two (2) business hours of receipt
Use the system to create automated metrics to include the following categories:
Name - Last, First
Category (ie new account)
Description of Issue
Status (open, closed, in process, etc.)
In addition, Help Desk Support will assist the Medical Information Delivery (MID) program initiative to utilize Remedy. Candidate will still capture SharePoint metrics as noted above but also log tickets within Remedy so the Kx SharePoint tickets can be added to the overall program’s Help Desk Measures.
Bachelor's degree in Computer Science, Information Systems; or related field
10-12 years of relevant SharePoint experience
Attention to detail and commitment to high quality/error free deliverables