Customer Tech Support Specialist (Help Desk)

Job Description

Job Description

Overview

Customer Technical Support Specialist - Support II

JOB LOCATION: Dahlgren, Virginia

JOB STATUS: Full Time

CLEARANCE: Secret

TRAVEL: Less than 10%

SALARY: $57,000 to $61,200

Astrion has a contingent opening for a Customer Technical Support Specialist (Help Desk) supporting U.S. Navy enterprise information technology operations. This position provides frontline technical assistance to users, resolves common hardware, software, account, and network-access issues, and ensures incidents and service requests are accurately documented and tracked through resolution. 

Role and Responsibilities 

• Provide Help Desk support to end users experiencing hardware, software, network connectivity, account access, and application-related issues. 

• Receive, document, track, prioritize, and resolve incidents and service requests using an enterprise Help Desk/ticketing system such as BMC Remedy or ServiceNow. 

• Perform initial troubleshooting and problem diagnosis and resolve issues within established Help Desk procedures and service levels. 

• Escalate complex technical issues to systems administrators, network engineers, cybersecurity personnel, or other appropriate technical teams. 

• Maintain accurate ticket documentation, including user information, troubleshooting actions, resolutions, and escalation status. 

• Assist users with account access, password resets, workstation issues, standard software applications, peripheral devices, and other common IT support requirements. 

• Follow established procedures for incident management, service requests, cybersecurity, account management, and protection of Government information. 

• Communicate technical information clearly and professionally to users with varying levels of technical expertise. 

• Monitor assigned tickets through closure and provide status updates to users and technical stakeholders as appropriate. 

• Identify recurring technical issues and contribute to knowledge-base articles, troubleshooting procedures, and continuous improvement of Help Desk operations. 

Requirements 

• Two (2) years of professional experience in Industry, Federal, or Department of Defense Help Desk Support. 

• Experience using an enterprise Help Desk/ticketing tool such as BMC Remedy, ServiceNow, or a comparable platform. 

• Experience troubleshooting common end-user IT issues involving workstations, software applications, user accounts, peripheral devices, and network connectivity. 

• Ability to document incidents, troubleshooting actions, and resolutions accurately and consistently. 

• Strong customer-service, communication, troubleshooting, and problem-solving skills. 

• Ability to work effectively with end users and coordinate with higher-tier technical support personnel. 

• Must meet Information Assurance Technician (IAT) Level II requirements. 

• Must meet the position's required T3 investigation requirements. 

Desired Qualifications: 

• Bachelor’s degree in Information Technology, Computer Science, Information Systems, Cybersecurity, or a related discipline. 

• Three or more years of professional IT or operations-support experience, consistent with the eCRAFT OS2 labor category. 

• Experience providing Help Desk support in a U.S. Navy, DoD, Federal Government, or other secure enterprise environment. 

• Hands-on experience with ServiceNow and/or BMC Remedy. 

• Experience supporting Microsoft Windows environments and Microsoft 365 applications. 

• Familiarity with Active Directory, account management, password resets, permissions, and user-access troubleshooting. 

• Knowledge of basic TCP/IP networking and troubleshooting of end-user network connectivity. 

• Experience working within incident-management, escalation, and service-level procedures. 

• Current certification satisfying the applicable DoD IAT Level II requirement. 

Security Requirements: 

• Must be a U.S. Citizen. 

• Must have a SECRET clearance or be able to obtain one. 

• Must maintain compliance with applicable IAT Level II cybersecurity workforce requirements. 

What We Offer 

• Competitive salaries