Bravium Consulting Inc. · 5 hours ago
Service Desk Specialist
United States
Full-time
Remote
New Grad, Entry Level
$70K/yr - $80K/yrBravium Consulting Inc. is a dynamic and rapidly growing firm specializing in technology and management consulting for both public and private sector clients. They are seeking a Service Desk Analyst II to deliver high-quality IT service desk support, manage tickets, and drive continuous process improvement for a federal client.
ConsultingInformation Technology
No H1B
Security Clearance RequiredU.S. Citizen Only
Responsibilities
Drive the quality and integrity of IT service delivery through strategic analysis, reporting, and proactive process improvement across Service Desk operations
Monitor customer satisfaction survey results for compliance with PRS standards, conduct deep dives into low-scoring feedback, identify root causes, and implement corrective actions
Apply After Action Report (AAR) policies to address performance infractions and ensure continuous service improvement
Lead quality assurance efforts for Service Desk Tier 0 and Tier 1 operations, including developing ticket quality standards and training staff on documentation best practices
Proactively monitor Service Desk queues for critical incidents and ensure accurate, complete documentation aligned with Knowledge Base Articles (KBAs)
Provide oversight and quality review support for Tier 2 operations, ensuring incident management and problem records are properly related and documented
Perform proactive monitoring of Automated Call Distribution (ACD), incident activity, and service queues to identify systemic issues impacting service delivery
Integrate call and performance data into wallboards to provide real-time visibility into Service Desk volumes and operational performance
Ensure effective coordination and hand-offs during major incidents, including adherence to escalation procedures, communication timelines, and status update requirements
Conduct ongoing reviews of the knowledge base to ensure articles remain current, relevant, and meet quality assurance standards
Lead investigations, diagnosis, and documentation of recurring problems; maintain known error knowledge bases and deliver trend analysis for process improvement
Promote effective two-way communication to prevent future outages and ensure Service Requests (SRs) are properly documented
Collaborate across teams with strong analytical skills and attention to detail to support continuous service improvement initiatives
Qualification
Required
US Citizen; Able to obtain public trust clearance
Experience working in a Service Desk or ITSM support role
Familiarity with ServiceNow ITSM or a comparable ITSM platform
Basic understanding of ITSM processes (e.g., Incident, Request, Change)
Ability to follow established procedures and work within approved change and approval processes
Strong written communication skills and attention to detail
Experience using Microsoft Excel and Microsoft 365 tools
ITIL Foundation certification or coursework
Preferred
ServiceNow Certified System Administrator (CSA) – entry level or in progress
Experience supporting Service Desk operations in a federal or regulated environment
Benefits
15 PTO days
11 paid holidays
Medical Insurance
Dental Insurance
Vision Insurance
Short Term and Long Term Disability coverage with 100% premium support
401k Program with Bravium matching 100% of up to 4% of salary
Training Program
Employee Assistance Program
Maternity Leave
Paternity Leave
Annual performance bonuses
Referral bonus
Flexible work arrangements
Access to robust training and professional development program
Employee Assistance Program (EAP) for mental health and wellness support
Company
Bravium Consulting Inc.
Bravium Consulting Inc. is a Maryland based Woman Owned Small Business (WOSB) specializing in Management and Technology Consulting.
Founded in 2010
51-200 employees
Funding
Current Stage
Growth StageLeadership Team
C
Christine Nuessle
President and CEO
Recent News
globallegalchronicle.com
2025-05-06
Washington Technology
2024-12-06
2023-12-24
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