Customer Service Support Specialist

Job Description

Job Description

Residency Status: ALL CANDIDATES MUST BE A U.S. CITIZEN

Security Clearance: ALL Candidates MUST currently Possess an Active TS/SCI w/FS polygraph for consideration of this position. No clearance sponsorships for this position.

Time Type: Full-Time, Daytime Schedule – 100% onsite

Travel Reimbursement: Yes (within a 50-mile radius to the worksite)

Company Benefits: Yes

Close Date: Wednesday, September 9, 2026

Company Overview:

NAOVI (Novel Applications, Inc.) is a premier technology services company that provides solutions in the areas of Cyber Security, Information Management and Systems Integration. NAOVI is a business that combines experience, creativity, flexibility, pragmatism, and cost-effective solutions in order to deliver measurable business value to our clients.

Headquartered in Fredericksburg, Virginia, NAOVI employs engineers, analysts, IT specialists and other professionals who strive to be the best at everything they do.

NAOVI is an AA/EEO Employer - Minorities/Women/Veterans/Disabled. Visit our company website at to review and apply for our current openings.

Job Description

NAOVI is seeking a Customer Service Support Specialist for the following task:

Required Skills

• All candidates will need to currently possess an Active TSSCI w/FS polygraph for consideration of this position. Required
• At this time our company Does Not offer clearance sponsorships for any of our positions.
• Demonstrated experience with Microsoft Sentinel and Microsoft Azure.
• Demonstrated experience understanding enterprise network monitoring and infrastructure monitoring tools.
• Demonstrated experience identifying and performing initial troubleshooting.
• Demonstrated experience understanding network security modeling, mapping, exposure-analysis, or network-path analysis tools.
• Demonstrated experience working with telecommunications carriers, Internet Service Providers (ISPs), cloud providers, OEM vendors, managed service providers, or other third-party service providers.

Desired Technologies/Tools:

• Demonstrated experience leading or managing personnel within a NOC, SOC/CSOC, enterprise operations center, or comparable 24x7 technical operations environment.
• Demonstrated progressively responsible experience in enterprise IT operations, network operations, cybersecurity operations, cloud operations, or related technical disciplines.
• Demonstrated experience supporting a Network Operations Center (NOC), Security Operations Center (SOC/CSOC), enterprise IT operations center, or comparable technical operations environment.
• Demonstrated significant experience with Microsoft Sentinel: alert monitoring, KQL log queries, entity analysis, runbooks, or escalation.
• Demonstrated significant experience with Azure skills: portal nav, Monitor/Log Analytics, VMs, Resource Health, or basic networking (VNets/NSGs).
• Demonstrated significant experience with Networking basics: TCP/IP, DNS/DHCP, subnetting, VLANs, routing, firewalls, VPNs, or LAN/WAN.
• Demonstrated significant experience with troubleshooting outages, connectivity, packet loss/latency, or CPU/memory issues.
• Demonstrated experience with tools for topology, paths, assets, segmentation, or vulnerabilities.
• Demonstrated experience with Kusto Query Language (KQL) for searching, filtering, correlating, and investigating Sentinel and Log Analytics data.

Other Relevant Technologies/Tools:

• Experience providing comprehensive 24x7x365 Network Operations Center (NOC) and Cyber Security Operations Center (CSOC) services.
• Experience maintaining a secure and highly available enterprise environment.
• Experience ensuring the continuous availability, security, performance, and operational integrity of the organization's enterprise infrastructure.
• Experience proactively monitoring network and cyber security environments and providing Incident Response, Cyber Defense, Operational Engineering Support, Problem Management, and Continuous Service Improvement.
• Experience providing monthly application metric data such as service requests, incidents, calls per application, using agency reporting tools. Any other tool or deviation from collecting performance metrics requires prior approval from the agency.
• Experience providing operational support for the following environments; Enterprise Local Area Network (LAN), Wide Area Network (WAN), Campus Network Infrastructure,
• Experience providing operational support for the following technologies; Microsoft Azure Government Cloud, Azure Virtual Desktop (AVD), RedSeal, Microsoft Sentinel, VMware and Hyper-V virtualization platforms, Microsoft Windows Server infrastructure, and Enterprise monitoring and alerting systems.
• Experience providing services continuously on a 24-hour-per-day, 7-day-perweek, 365-day-per-year basis.
• Experience executing work schedules to ensure that necessary planning, coordination, approvals, negotiations, and other contract requirements are completed in a timely manner so as not to negatively impact the program.
• Experience performing enterprise network and infrastructure monitoring using agency tools.
• Experience identifying and performing initial troubleshooting tasks.
• Experience using modeling, mapping, exposure-analysis, or network-path analysis tools.
• Experience monitoring and tracking scheduled maintenance windows and changing activities.