Senior Tech Support & Network Services Lead (On-Site)

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

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.