Customer Tech Support Specialist (NEN)

Astrion; Dahlgren (VA); On-site; USD 57,000 - 61,200; Full time

Job summary

Astrion in Dahlgren, VA seeks a Customer Tech Support Specialist (NEN) to deliver technical service desk support, workstation troubleshooting, and network administration for Navy end-users.

The role supports Naval Enterprise Networks and ensures operational readiness for active duty personnel, government civilians, and contractors, resolving escalated issues, managing hardware lifecycles, and maintaining compliance with DoD cybersecurity standards.

Qualifications

• Six years of professional experience relating to NEN programming (NET, CLIN offerings, NEN ordering).
• IAT Level II with a Tier 3 investigation.
• Experience with Windows 10/11, Microsoft 365 apps, and basic TCP/IP networking.
• Ability to obtain and maintain a SECRET clearance.

Responsibilities

• Diagnose and resolve complex hardware, software, peripheral, and connectivity issues for enterprise workstations.
• Log, track, monitor, and close IT service requests using Remedy ITSM tools.
• Execute data migrations, software imaging, and physical deployment of new computer hardware during lifecycle upgrades.
• Manage user accounts, network permissions, share drives, and distribution lists within Active Directory.
• Assist with local IT data calls, asset inventory tracking, and IA software updates.
• Provide dedicated, high-touch support to senior military officers and civilian executives.

Skills

NEN programming

NET

IAT Level II

Tier 3 investigation

Windows 10/11

Microsoft 365

TCP/IP networking

SECRET clearance

Education

Bachelor's degree in IT/CS or related field

Tools

BMC Remedy ITSM

BMC Helix ITSM.Tech

Job description

Overview

Customer Tech Support Specialist (NEN)

JOB LOCATION: Dahlgren, Virginia

JOB STATUS: Full Time

CLEARANCE: Secret

TRAVEL: Less than 10%

SALARY: $57,000 to $61,200

Astrion has a contingent opening for a Customer Tech Support Specialist (NEN) supporting the U.S. Navy's Naval Surface Warfare Center Dahlgren Division (NSWCDD), located in Dahlgren, VA. Customer Technical Support Specialist providing technical service desk support, workstation troubleshooting, and network administration for Navy end-users. This role supports the Naval Enterprise Networks (NEN) environment to ensure uninterrupted operational readiness for active duty personnel, government civilians, and contractors. The specialist resolves escalated technical issues, manages hardware lifecycles, and maintains compliance with Department of Defense (DoD) cybersecurity standards.

Required Qualifications / Skills

• Six (6) years of professional experience in relation to NEN programming including NetworkEnterpriseTool (NET), CLIN offerings, and NEN ordering
• Information Assurance Technical (IAT) Level II, with a Tier 3 (T3) investigation
• Experience with Windows 10/11 enterprise operating systems, Microsoft 365 apps, and basic TCP/IP networking
• Must be able to receive and maintain a SECRET clearance

Preferred Qualifications / Skills

• Bachelor's degree in Information Technology, Computer Science, or a related field.
• CompTIA A+, Network+, MS-900, MD-102

Responsibilities

• Troubleshooting: Diagnose and resolve complex hardware, software, peripheral, and connectivity issues for enterprise workstations.
• Ticket Management: Log, track, monitor, and close IT service requests using BMC Remedy or BMC Helix ITSM.Tech
• Refreshes: Execute data migrations, software imaging, and physical deployment of new computer hardware during lifecycle upgrades.
• Account Administration: Manage user accounts, network permissions, share drives, and distribution lists within Microsoft Active Directory.
• Compliance: Assist with local IT data calls, asset inventory tracking, and Information Assurance (IA) software updates.
• VIP Support: Provide dedicated, high-touch technical assistance to senior military officers and civilian executives.