Service Desk Specialist

Company: Herdt Consulting, Inc.

Every day, our clients trust Herdt to help navigate their most complex business challenges. We partner with our clients to ensure all business objectives are fully realized by providing project management, process andleadership support, and specialized technical support to the DoD and other Federal agencies. Herdt employees are accomplished professionals. They lead some of the most complex enterprise business processes and systems through development, implementation and sustainment. We are valued for our technical knowledge, business process expertise and industry best-practice solutions.

Job Description:

This position is in the Army Contract Writing System (ACWS) of the Defense Integrated Business Systems (DIBS) Program Management Office. Serve as a Network Engineer as part of a team of Service Desk engineers supporting ACWS and leadership within the DIBS portfolio. This position involves network design, engineering, implementation, or operations/user support across the Army Contracting Enterprise. Activities include technical assistance, troubleshooting, and coordinating with internal teams or external vendors to maintain accessibility and availability of ACWS for users on the Appian platform.

Responsibilities include but are not limited to:

• Provide technical support to the Army Contracting Enterprise (ACE) ensuring timely resolution and documentation of issues.
• Provide on-call resolution for mission critical issues and document solutions within the case management system.
• Coordinate with the ACE user community, which includes onboarding new users into applications, setting up user accounts, providing instruction, troubleshooting login issues, escalating connection problems, and managing the end-user requests.
• Perform a variety of basic user-problem analyses; assist with monitoring the application systems and ensure prompt and appropriate responses to customer requests and issues.
• Coordinate with the ACWS program's internal teams, such as database administrators, DevOps leads, and quality assurance throughout the project lifecycle.
• Collaborate with end-users and procurement system functional teams to understand ACE education requirements to support adoption of system enhancements and facilitate user training sessions.
• Understand how to navigate Appian support systems and resources.
• Test, deploy, and maintain Appian applications.Develop and implement solutions to enhance ACE contract writing productivity, leveraging relevant tools and technologies.
• Manage end-user hardware and software inventory throughout its lifecycle, ensuring accurate tracking, maintenance, and disposal procedures.

Requirements and Qualifications:

• Must be a US citizen.
• Secret Clearance or Interim Secret Clearance required.
• Bachelor's Degree
• 5+ years of experience
• Security Plus and ITIL certification preferred
• Agile delivery experience preferred

Additional Requirements:

• In order to be considered for this position you must complete the job questionnaire that is part of the online application process.

What We Can Offer You:

• The chance to be part of a company that has a reputation for excellence in task execution
• Full-time associates receive 3 weeks of paid vacation each year
• 11 federal holidays
• We offer competitive benefits
  • Medical (Blue Cross Blue Shield)
  • Secondary Insurance
  • Dental
  • Vision
  • Voluntary Life and AD&D Insurance
• 401K program with Fidelity that offers a company match
• Flexible Spending Account (FSA)
• Short Term and Long Term Disability at no cost to the associate

Pay: $100-135kUSD
EOE Statement Herdt Consulting, Inc. (Herdt) values all employees' talents and supports an environment that is inclusive and respectful. We are committed to providing and promoting a safe and mutual environment free of discrimination based on race, color, religion, sex, sexual orientation, national origin, age, marital status, disability, veteran status, or any other basis protected by applicable state, federal or local laws. We believe in building a team that represents a variety of backgrounds, perspectives, and skills. Herdt believes that diversity and inclusion among our teammates is vital to our continued success as a Federal Contract company.
This position is currently accepting applications.