Senior Customer Technical Support Specialist (Help Desk Manager) with Security Clearance

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, as well as mentoring and managing Help Desk personnel with best practices. 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.
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