Senior Customer Tech Support Specialist (Help Desk Manager)
Strategic Data Systems
·Apr 8, 2022
- Location
- Dahlgren, VA
- Workplace
- Onsite
- Type
- Full-time
- Department
- IT Services
- Seniority
- Senior
- Source
- Lever
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
Skills
ServiceNow