Senior Customer Tech Support Specialist (Help Desk Manager)

On-site position at Dahlgren Naval Surface Warfare Center supporting Corporate Research, Development, Test and Evaluation (RDT&E) Network users and other designated customers. Flexible start-date contingent on contract award.

Responsibilities

• Provide on-site desktop support and general help desk support for User Assistance.
• Offer phone support to resolve issues related to RDT&E connectivity and RDT&E Active Directory domain account User Management.
• Assign and maintain IP addresses in the IPA Database as requested.
• Utilize ServiceNow (or current ticketing system) to assign and track trouble calls.
• Assist with the maintenance and monitoring of the User Assistance mailbox to ensure timely support.
• Participate in the development and maintenance of Standard Operating Procedures (SOPs) for all User Assistance activities.

Requirements

• Active DOD Top Secret Security Clearance.
• CWF designation with IAT Level III Certification.
• 6 years of professional experience in DoD or Federal environments with help desk tools such as ServiceNow or BMC Remedy.
• Designated as an IT Level 1 with a T5/T5R investigation, CWF designation at IAT III level, or 411 Work Role Code with Advanced proficiency.