Helpdesk Support Specialist

Helpdesk Support Specialist
Rockville, MD / Hybrid

Blu Omega is seeking a Helpdesk Support Specialist to support a federal program focused on providing enterprise content management support services for NIH/NIAID. This role operates within a hybrid environment and is responsible for user support, issue diagnosis, and solution implementation. The position requires experience supporting IT support functions in a mission-driven environment.

Program Overview
The program provides content management and support services for NIH/NIAID, supporting health and biomedical research initiatives.

Key Details
Location: 5601 Fishers Lane, Rockville, MD 20852 / Hybrid (onsite Wednesday and Thursday; remote the remainder of the week)

Clearance: Ability to obtain and maintain a Public Trust suitability

Responsibilities

• Provide support to users for software issues
• Respond to user calls, diagnose problems, and recommend solutions
• Leverage principles, theories, and concepts relevant to job assignments
• Demonstrate proficiency in troubleshooting and operational tasks
• Contribute to project and program completion
• Interface with internal and external customers

Required Qualifications

• 3+ years of customer or technical support experience
• Experience with ServiceNow and Jira for ticketing
• Knowledge of COTS tools such as SharePoint, Content Server, or Documentum
• Foundation in IT concepts: open source, SAS products, cloud
• Ability to communicate effectively with developers
• Ability to work independently and manage multiple tasks in a fast-paced environment
• HS diploma or GED
• US Citizenship or Green Card eligibility

Preferred Qualifications

• Experience with Business Process Management (BPM) tools and their purposes
• Willingness to learn and grow towards roles such as Systems Administrator or Tester

Compensation
Salary Range: $50,000.00–$60,000.00 per year

Final compensation is based on skills, experience, education, and clearance.

Company Overview
Blu Omega is a Woman-Owned Small Business (WOSB) delivering technology and cybersecurity solutions to federal agencies. Headquartered in Ashburn, VA, we support mission-critical programs across civilian and defense sectors, including health, national security, and regulatory environments. We partner with government agencies and large integrators to provide expertise in cybersecurity, cloud modernization, data analytics, and enterprise IT support.

Equal Opportunity Employer
All qualified applicants will receive consideration regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, or disability.

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