Senior Customer Tech Support Specialist (Help Desk Manager)

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.