Today
Secret
Mid Level Career (5+ yrs experience)
$55,000 - $85,000
IT - Support
Dahlgren, VA (On/Off-Site)
Senior Customer Technical Support Specialist (Help Desk) - NSWCDD
Location: NSWCDD, Dahlgren, VA (on-site, with potential limited travel to local sites)
Clearance Level: Active Secret Security Clearance (required)
Status: Full-time | Contingent upon contract award
OVERVIEW -
Strategic Technology Institute, Inc. (STi) is seeking a Senior Customer Technical Support Specialist (Help Desk) for a contract we are bidding on and expect to acquire supporting the Unified IT Helpdesk with the Naval Surface Warfare Center Dahlgren Division (NSWCDD). This key role provides front-line technical support to users across classified and unclassified IT environments, ensuring timely resolution of incidents and service requests and a high-quality customer experience.
The ideal candidate brings deep Navy/DoD Help Desk experience, strong ITSM tool proficiency (e.g., ServiceNow, BMC Remedy), and holds an IAT Level III cybersecurity certification while operating in a fast-paced, mission-focused environment.
KEY RESPONSIBILITIES -
In this key Help Desk role, you will:
• Staff and support the Unified IT Helpdesk that serves as the single point of contact for NSWCDD users requesting IT support and reporting incidents.
• Use Government IT Service Management (ITSM) tools (e.g., ServiceNow, BMC Remedy, or similar) to:
○ Log, track, and resolve incidents and service requests
○ Manage ticket queues and update records with accurate, detailed work notes
○ Support incident, request, change, knowledge, and problem management processes
• Provide Tier 0/Tier 1/Tier 2 technical support for:
○ Endpoints (desktops, laptops, thin clients, VDI, printers, mobile devices)
○ Common operating systems (e.g., Windows, Linux, macOS)
○ Standard productivity tools and collaboration platforms (e.g., Flank Speed / Microsoft 365, Teams, Outlook)
• Troubleshoot hardware, software, and network access issues; perform triage and escalation to specialized teams when required.
• Support incident management and request fulfillment in alignment with SLAs and experience-level targets (XLAs), ensuring high customer satisfaction.
• Communicate effectively with users about ticket status, planned outages, and resolution steps via multiple channels (phone, email, chat, ticket comments).
• Contribute to and maintain the Knowledge Management repository, including:
○ Creating and updating knowledge articles, FAQs, and “how-to” guides
○ Capturing workarounds and known issues to drive faster resolution times
• Support IT asset and inventory management activities by documenting device assignments, IMACs (installs, moves, adds, changes), and equipment status in the appropriate tools.
• Participate in continuous improvement efforts by identifying trends, recurring issues, and opportunities to improve processes, automation, or user experience.
• Assist with after-hours, surge, and mission-essential support as required for critical incidents, special events, or continuity exercises.
• Work collaboratively with system administrators, network engineers, cybersecurity personnel, telecom/voice support, and other IT staff to resolve complex issues and improve end-to-end service delivery.
REQUIRED QUALIFICATIONS -
• Education: Bachelor’s degree in any discipline.
• Experience: Six (6) years of professional experience in DoD/Navy Help Desk Support, using a help desk/ITSM tool such as BMC Remedy or ServiceNow.
• Clearance & Certification:
○ Active Secret Security Clearance (required at time of hire).
○ IAT Level III certification in accordance with DoD 8570 (one or more of the following):
• CASP CE
• CCNP Security
• CISA
• CISSP (or Associate)
• GCED
• GCIH
Additional essential skills:
• Demonstrated proficiency using an ITSM tool (e.g., BMC Remedy, ServiceNow, or equivalent) in a structured, ticket-driven Help Desk environment.
• Strong customer service and communication skills, with the ability to explain technical concepts in user-friendly terms.
• Experience working within ITIL®-aligned environments (incident, request, change, and problem management).
• Ability to work on-site in a secure DoD environment, following all security, confidentiality, and acceptable-use policies.
PREFERRED QUALIFICATIONS -
• Prior DoD or U.S. Navy Help Desk experience, especially supporting Navy enterprise services such as NMCI/NEN and Flank Speed.
• Experience supporting classified and unclassified networks, including familiarity with security controls and handling procedures.
• Exposure to frameworks such as ITIL®, DESMF, Agile, and DevSecOps, and experience operating within mature ITSM organizations.
• Experience with knowledge management, including creating and maintaining knowledge base content.
• Familiarity with support for telecommunications/voice (VoIP, mobile devices) and collaboration tools (Teams, VTC, conference room A/V).
Location: NSWCDD, Dahlgren, VA (on-site, with potential limited travel to local sites)
Clearance Level: Active Secret Security Clearance (required)
Status: Full-time | Contingent upon contract award
OVERVIEW -
Strategic Technology Institute, Inc. (STi) is seeking a Senior Customer Technical Support Specialist (Help Desk) for a contract we are bidding on and expect to acquire supporting the Unified IT Helpdesk with the Naval Surface Warfare Center Dahlgren Division (NSWCDD). This key role provides front-line technical support to users across classified and unclassified IT environments, ensuring timely resolution of incidents and service requests and a high-quality customer experience.
The ideal candidate brings deep Navy/DoD Help Desk experience, strong ITSM tool proficiency (e.g., ServiceNow, BMC Remedy), and holds an IAT Level III cybersecurity certification while operating in a fast-paced, mission-focused environment.
KEY RESPONSIBILITIES -
In this key Help Desk role, you will:
• Staff and support the Unified IT Helpdesk that serves as the single point of contact for NSWCDD users requesting IT support and reporting incidents.
• Use Government IT Service Management (ITSM) tools (e.g., ServiceNow, BMC Remedy, or similar) to:
○ Log, track, and resolve incidents and service requests
○ Manage ticket queues and update records with accurate, detailed work notes
○ Support incident, request, change, knowledge, and problem management processes
• Provide Tier 0/Tier 1/Tier 2 technical support for:
○ Endpoints (desktops, laptops, thin clients, VDI, printers, mobile devices)
○ Common operating systems (e.g., Windows, Linux, macOS)
○ Standard productivity tools and collaboration platforms (e.g., Flank Speed / Microsoft 365, Teams, Outlook)
• Troubleshoot hardware, software, and network access issues; perform triage and escalation to specialized teams when required.
• Support incident management and request fulfillment in alignment with SLAs and experience-level targets (XLAs), ensuring high customer satisfaction.
• Communicate effectively with users about ticket status, planned outages, and resolution steps via multiple channels (phone, email, chat, ticket comments).
• Contribute to and maintain the Knowledge Management repository, including:
○ Creating and updating knowledge articles, FAQs, and “how-to” guides
○ Capturing workarounds and known issues to drive faster resolution times
• Support IT asset and inventory management activities by documenting device assignments, IMACs (installs, moves, adds, changes), and equipment status in the appropriate tools.
• Participate in continuous improvement efforts by identifying trends, recurring issues, and opportunities to improve processes, automation, or user experience.
• Assist with after-hours, surge, and mission-essential support as required for critical incidents, special events, or continuity exercises.
• Work collaboratively with system administrators, network engineers, cybersecurity personnel, telecom/voice support, and other IT staff to resolve complex issues and improve end-to-end service delivery.
REQUIRED QUALIFICATIONS -
• Education: Bachelor’s degree in any discipline.
• Experience: Six (6) years of professional experience in DoD/Navy Help Desk Support, using a help desk/ITSM tool such as BMC Remedy or ServiceNow.
• Clearance & Certification:
○ Active Secret Security Clearance (required at time of hire).
○ IAT Level III certification in accordance with DoD 8570 (one or more of the following):
• CASP CE
• CCNP Security
• CISA
• CISSP (or Associate)
• GCED
• GCIH
Additional essential skills:
• Demonstrated proficiency using an ITSM tool (e.g., BMC Remedy, ServiceNow, or equivalent) in a structured, ticket-driven Help Desk environment.
• Strong customer service and communication skills, with the ability to explain technical concepts in user-friendly terms.
• Experience working within ITIL®-aligned environments (incident, request, change, and problem management).
• Ability to work on-site in a secure DoD environment, following all security, confidentiality, and acceptable-use policies.
PREFERRED QUALIFICATIONS -
• Prior DoD or U.S. Navy Help Desk experience, especially supporting Navy enterprise services such as NMCI/NEN and Flank Speed.
• Experience supporting classified and unclassified networks, including familiarity with security controls and handling procedures.
• Exposure to frameworks such as ITIL®, DESMF, Agile, and DevSecOps, and experience operating within mature ITSM organizations.
• Experience with knowledge management, including creating and maintaining knowledge base content.
• Familiarity with support for telecommunications/voice (VoIP, mobile devices) and collaboration tools (Teams, VTC, conference room A/V).
group id: 10115903
