389 Operations Center Support

Location : Contractor facility at NSWCDD (Dahlgren, VA), occasional telework Clearance : Active DoD Secret Security Clearance Daily Responsibilities: Provide Tier I application support to Department of the Navy users via phone, email, and service management tools. Receive, document, troubleshoot, and resolve application-related incidents and service requests in accordance with established Service Level Agreements (SLAs). Monitor and manage multiple ticket queues, ensuring timely response, prioritization, and resolution of user requests. Process user access requests, account changes, and permission updates while ensuring compliance with DoD security requirements. Verify customer information and accurately document all troubleshooting steps, resolutions, and communications within the ticketing system. Escalate complex technical issues to Tier II support, developers, or engineering teams, providing complete documentation to facilitate resolution. Assist users with application functionality, navigation, and general system usage. Maintain and update knowledge articles, Standard Operating Procedures (SOPs), and technical documentation. Communicate planned maintenance windows, outages, and service interruptions to end users. Maintain compliance with organizational security policies, operational procedures, and customer service standards. Participate in team meetings, training sessions, and continuous process improvement initiatives. Provide professional, courteous, and timely customer service while supporting a mission-critical Department of the Navy environment. Requirements: Minimum of two (2) years of experience working in a PC- and telephone-based Service Desk or IT Support Center environment. Minimum of two (2) years of experience with user account administration, including account provisioning, access management, and permissions. Minimum of two (2) years of experience using Windows operating systems, desktop/laptop computers, and Microsoft Office applications. Minimum of two (2) years of experience monitoring, managing, and prioritizing incidents, service requests, and call queues while meeting Service Level Agreements (SLAs). Minimum of two (2) years of experience using Microsoft SharePoint for document management and collaboration. Minimum of one (1) year of experience troubleshooting hardware, software, and end-user technical issues using established support methodologies. Preferred but not required: Experience using Atlassian tools, including Jira and Confluence, for incident management, documentation, and workflow tracking. Experience collaborating with cross-functional teams, including developers, engineering teams, and cybersecurity personnel, to resolve complex technical issues. Experience supporting Department of Defense (DoD), Department of the Navy (DoN), or federal government IT environments. CompTIA Security+ Multi Health Insurance plans offered Health Savings Account with employer contributions Dental and Vision Insurance, at no cost to you for both you and your dependents Short & Long-Term Disability, AD/D and Life Insurance along with additional voluntary coverage availability for yourself, your spouse/partner and children/grandchildren PTO and Holidays 401(k) program with Employer match Flexible spending accounts for Medical and Dependent Care Partnered with Aflac for additional voluntary coverage that covers all of life’s unexpected events * All the above are available to all full-time exempt eligible employees * About us: Solutions Development Corporation is looking for talented, motivated individuals who want to become part of a growing company and winning team. SDC employees enjoy and excel working in a culture where innovation and forward thinking is the goal, the highest work ethic is expected, and excellence is rewarded. We are a small business and utilize a flat organizational model where all employees have access to the executive staff to express their ideas and innovations. Employees of SDC enjoy competitive salaries, excellent health and retirement benefits, and a work atmosphere built on team camaraderie and collaboration. SDC offers a variety of career opportunities for people at all stages of their career. SDC is an EEO AA M/F/Vet/Disability Employee #J-18808-Ljbffr Solutions Development Corporation