Senior Customer Tech Support Specialist (Help Desk Manager)

About the role

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.

Responsibilities

• Provide on‑site desktop support as needed and general help desk support for User Assistance.
• Provide phone support to users to resolve issues relating to RDT&E connectivity and RDT&E Active Directory domain account user management.
• Assign IP addresses as requested and maintain those IP addresses in the IPA Database.
• Utilize ServiceNow (or the current ticketing system) to assign and track trouble calls as appropriate.
• Assist with the maintenance and monitoring of the User Assistance mailbox to ensure timely support for all user requests.
• Participate in the development and maintenance of Standard Operating Procedures (SOPs) encompassing all User Assistance activity.

Requirements

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

Additional Qualifications

• Designated as an IT Level 1 with a T5/T5R investigation and a CWF designation at the IAT III level, or 411 Work Role Code with the proficiency level of Advanced.

Benefits

• Full‑time position with benefits.

Pay

Salary negotiable.

Schedule

• Full‑time.
• Flexible start date – contingent on contract award.
• On‑site work location at Dahlgren Naval Surface Warfare Center, Dahlgren, VA.