Senior Customer Technical Support Specialist (Help Desk)

Responsibilities & Qualifications

The TekSynap is seeking a Senior Customer Technical Support Specialist (Help Desk). The Senior Customer Technical Support Specialist (Help Desk) serves as Key Personnel under the NSWCDD Corporate IT Services contract. This position provides expert-level technical assistance to end-users, managing and resolving complex IT service requests and incidents using enterprise help desk tools. The incumbent ensures timely and accurate problem resolution, system accessibility, and user satisfaction while maintaining compliance with Department of Defense (DoD) and Navy IT security and service management policies.

RESPONSIBILITIES

• Provide Tier II/III technical support to end-users across NSWCDD, including troubleshooting, diagnostics, and resolution of hardware, software, and network-related issues.

• Manage and prioritize tickets using help desk tools such as BMC Remedy or ServiceNow, ensuring service levels and response times are met.

• Perform root-cause analysis of recurring issues and provide corrective action recommendations.

• Support IT Service Management (ITSM) processes, including incident , problem , and change management.

• Maintain and update standard operating procedures (SOPs) and knowledge base articles to improve help desk efficiency.

• Interface directly with NSWCDD IT leadership and functional leads to provide operational updates and recommendations.

• Ensure all support activities comply with DoD 8570.01-M, Navy Cybersecurity Workforce (CSWF), and ITIL process frameworks.

• Assist in onboarding new personnel, system access provisioning, and end-user orientation.

• Support audit readiness by maintaining accurate service records and security compliance documentation.

REQUIRED QUALIFICATIONS

• Bachelor's in IT, Business

• 6 Years in industry, federal, or DoD Help Desk Operations using an enterprise tool such as BMC Remedy or ServiceNow
• Clearance requirement: Secret (T3 Investigation)

COMPETENCIES

• Customer Service & End0User Support

• Incident & Problem Management

• Technical Troubleshooting

• Communication and Documentation

• Cybersecurity Awareness & Compliance

• ITIL-Based Service Management

Overview

We are seeking a Senior Customer Technical Support Specialist (Help Desk) to join our team at N aval Surface Warfare Center Dahlgren Division (NSWCDD) . .

T ekSynap is a fast-growing high-tech company that understands both the pace of technology today and the need to have a comprehensive well planned information management environment. "Technology moving at the speed of thought" embodies these principles - the need to nimbly utilize the best that information technology offers to meet the business needs of our Federal Government customers.

We offer our full-time employees a competitive benefits package to include health, dental, vision, 401K, life insurance, short-term and long-term disability plans, vacation time and holidays.

Visit us at www.TekSynap.com .

Apply now to explore jobs with us!

The safety and health of our employees is of the utmost importance. Employees are required to comply with any vaccination requirements mandated by contract, applicable law or regulation.

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Additional Job Information

• WORK ENVIRONMENT AND PHYSICAL DEMANDS
  
  The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of the job . Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions .
  
  • Location : Onsite at NSWCDD Dahlgren, VA ( limited hybrid flexibility may be considered )
  • Type of environment : Office
  • Noise level : Medium
  • Work schedule : On-site , standard NSWCDD core hours (0800-1700), Monday through Friday
  • Amount of Travel : < 1 0 % for site support or training at remote Navy locations ( e.g., Norfolk, Quantico, San Diego) .
  
  PHYSICAL DEMANDS
  
  The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job . Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
  
  While performing the duties of this job, the employee is regularly required to use hands to handle, feel, touch ; reach with hands and arms; talk and hear. The employee is regularly required to stand; walk; sit; climb or balance; and stoop, kneel, crouch, or crawl. The employee is regularly required to lift up to 10 pounds. The employee is frequently required to lift up to 25 pounds; and up to 50 pounds. The vision requirements include close vision, distance vision, peripheral vision, depth perception, and ability to adjust focus.
  
  WORK AUTHORIZATION/SECURITY CLEARANCE
  
  US Citizenship
  
  Clearance requirement : Secret ( T3 Investigation )
  
  OTHER DUTIES
  
  Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.
  
  EQUAL EMPLOYMENT OPPORTUNITY
  
  In order to provide equal employment and advancement opportunities to all individuals, employment decisions will be based on merit, qualifications, and abilities. TekSynap does not discriminate against any person because of race, color, creed, religion, sex, national origin, disability, age, genetic information or any other characteristic protected by law (referred to as "protected status"). This nondiscrimination policy extends to all terms, conditions, and privileges of employment as well as the use of all company facilities, participation in all company-sponsored activities, and all employment actions such as promotions, compensation, benefits, and termination of employment.