Senior Customer Tech Support Specialist (Help Desk)

Astrion; Dahlgren (VA); On-site; USD 65,000 - 72,500; Full time

Job summary

Astrion is seeking a Senior Customer Technical Support Specialist to support NSWCDD in Dahlgren, VA. The role requires handling escalated issues and providing advanced troubleshooting for hardware, software, and network systems, with responsibility also for equipment provisioning.

Full-time position with a Secret clearance, travel less than 10%. The incumbent will work as part of a mid-level IT team at a Navy facility, supporting critical defense operations.

Qualifications

• 6+ years of professional experience in Help Desk Support (Industry, Federal or DoD).
• Experience using help desk tools such as Remedy, BMC Helix ITSM, or ServiceNow.
• IAT Level III with a Tier 5 investigation.

Responsibilities

• Handle escalated, complex technical issues that cannot be resolved by entry-level support.
• Provide advanced troubleshooting for hardware, software, and network systems.
• Assist with equipment provisioning.

Skills

Help desk experience

Troubleshooting

Communication skills

Education

Bachelor's degree in IT/CS

Tools

Remedy

BMC Helix ITSM

ServiceNow

Job description

Senior Customer Technical Support Specialist

JOB LOCATION: Dahlgren, Virginia

JOB STATUS: Full Time

CLEARANCE: Secret

TRAVEL: Less than 10%

SALARY: $65,000 to $72,500

Astrion has a contingent opening for a Senior Customer Technical Support Specialist supporting the U.S. Navy’s Naval Surface Warfare Center Dahlgren Division (NSWCDD), located in Dahlgren, VA. Serve as a Help Desk Support III / mid-level IT professional handling escalated, complex technical issues that cannot be resolved by entry-level and follow-up support. Provide advanced troubleshooting for hardware, software, and network systems, and assist with equipment provisioning.

Required Qualifications / Skills

• Six (6) years of professional experience in Industry, Federal or DoD Help Desk Support
• Experience using help desk tools such as BMC’s Remedy, BMC Helix ITSM, or ServiceNow
• Information Assurance Technical (IAT) Level III level with a Teir 5 (T5) investigation

Preferred Qualifications / Skills

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