Senior Customer Tech Support Specialist (Help Desk Manager)

Strategic Data Systems, Inc.; Virginia (MN); On-site; USD 80,000 - 100,000; Full time

Job summary

Join a forward-thinking organization as a Senior Customer Tech Support Specialist, where you will provide essential technical assistance and customer support to enhance the operational efficiency of the Department of the Navy's technical initiatives. This role offers a unique opportunity to contribute directly to the warfighter's success by resolving connectivity issues and managing user accounts within a dynamic and supportive environment. If you possess a strong background in customer support and hold the necessary security clearances, this is an exciting chance to make a meaningful impact while advancing your career in a vital sector.

Qualifications

• 6 years of experience in DoD or Federal environments.
• Active CompTIA Security+CE or equivalent IAT Level II Certification required.

Responsibilities

• Provide on-site desktop support and general help desk support.
• Manage RDT&E connectivity issues and user account management.

Skills

Customer Support

Technical Assistance

Help Desk Support

Troubleshooting

User Management

Education

CompTIA Security+CE Certification

DOD Top Secret Security Clearance

Tools

ServiceNow

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:

1. Provide on-site desktop support as needed, provides general help desk support for User Assistance.
2. Provide phone support to users to resolve issues relating to RDT&E connectivity, and RDT&E Active Directory domain account User Management.
3. Provide support with assigning IP addresses as requested and with maintaining those IP addresses in the IPA Database.
4. Utilize the ServiceNow (or current ticketing system) to assign and track trouble calls as appropriate.
5. 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.
6. Participate in the development and maintenance of Standard Operating Procedures (SOPs) encompassing all User Assistance activity.

To qualify, you will need:

1. DOD Top Secret Security Clearance
2. Active CompTIA Security+CE or equivalent IAT Level II Certification
3. 6 years of similar professional experience in DoD or Federal environments

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.