Senior Customer Tech Support Specialist (Help Desk Manager)

Strategic Data Systems; Dahlgren (VA); On-site; USD 90,000 - 120,000; Full time

Job summary

Strategic Data Systems in Dahlgren, VA is seeking a Senior Customer Tech Support Specialist to deliver on-site desktop support and advanced help desk assistance for DoD and federal clients. You will handle RDT&E connectivity issues, Active Directory account management, IP address assignment in the IPA Database, and ticketing via ServiceNow or BMC Remedy.

This role requires a DoD Top Secret clearance, IAT III CWF certification, and at least 6 years of relevant experience.

Qualifications

• DOD Top Secret Security Clearance is required.
• CWF designation IAT Level III Certification required.
• 6+ years of DoD or federal experience with help desk tools such as ServiceNow or BMC Remedy.

Responsibilities

• Provide on-site desktop support and general help desk assistance.
• Provide phone support to resolve RDT&E connectivity and Active Directory issues.
• Assign and manage IP addresses in the IPA Database.
• Utilize ServiceNow (or current ticketing system) to log and track trouble calls.
• Maintain User Assistance mailbox and ensure timely responses to user requests.
• Develop and maintain SOPs for User Assistance activities.

Skills

Customer support

Technical assistance

Help desk

On-site support

Education

IAT Level III Certification (CWF)

Tools

ServiceNow

BMC Remedy

Job description

Senior Customer Tech Support Specialist

Dahlgren Naval Surface Warfare Center, Dahlgren, VA

Salary negotiable - Full Time with Benefits

Flexible Start-Date – Contingent on contract award – On-Site

Your work will involve providing customer support and technical assistance to Corporate Research, Development, Test and Evaluation (RDT&E) Network users and other code 1042 designated customers. This is a great opportunity to impact DoN technical initiatives and support the warfighter.

As the Senior Customer Tech Support Specialist, you will be responsible for:

• Provide on-site desktop support as needed, provides general help desk support for User Assistance.
• Provide phone support to user’s to resolve issues relating to RDT&E connectivity, and RDT&E Active Directory domain account User Management.
• Provide support with assigning IP addresses as requested and with maintaining those IP addresses in the IPA Database.
• Utilize the ServiceNow (or current ticketing system) to assign and track trouble calls as appropriate.
• Help Desk Specialist will assist with the maintenance and monitoring of the User Assistance mailbox to ensure that all users receive timely support in response to their requests for assistance.
• Participate in the development and maintenance of Standard Operating Procedures (SOPs) encompassing all User Assistance activity.

To Qualify, You Will Need

• DOD Top Secret Security Clearance
• CWF designation IAT Level III Certification
• 6 years of similar professional experience in DoD or Federal environments with help desk tools such as ServiceNow or BMC Remedy

Additional Qualifications

• This position is required to be designated as an IT Level 1 with a T5/T5R investigation with a CWF designation at the IAT III level or 411 Work Role Code with the proficiency level of Advanced.

Strategic Data Systems provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.