Senior Customer Technical Support Specialist (Help Desk)

Cape Fox subsidiary, Saxman One, LLC is seeking a highly organized and motivated Senior Customer Technical Support Specialist (Help Desk) to join our team in support of a federal government client. This position requires exceptional technical expertise, strong interpersonal skills, and the ability to manage multiple priorities under tight deadlines while maintaining a high level of professionalism and accuracy. The successful candidate will play a critical role in ensuring reliable IT service delivery and customer satisfaction by providing responsive, solutions-focused support, effective communication, and a commitment to excellence in a dynamic, fast-paced environment. This position is contingent upon award. Incumbents are encouraged to apply!

The salary range (or hiring range) for this exempt position is: $160,000 - $197,000

The above salary range represents the company's good faith and reasonable estimate of the range of possible compensation at the time of posting. In addition, we offer a variety of benefits, including company holidays, paid time off, health insurance, dental insurance, vision insurance, life and disability insurance, tuition reimbursement, as well as a 401K with company match. This job will be posted until filled or withdrawn.

Core Duties:

• Operate, manage, and maintain the Unified Helpdesk as the single point of contact for all user IT service requests, incident reports, and support needs
• Ensure Helpdesk operations meet or exceed Service Level Agreements (SLAs) and Experience Level Agreements (XLAs) established by the Government
• Oversee all Helpdesk processes, including incident management and resolution, problem management and resolution, service request management and fulfillment, monitoring and event management, customer relationship management, knowledge management, and continual improvement
• Provide Tier II/III troubleshooting using tools such as BMC Remedy or ServiceNow.
• Manage service tickets, document resolutions, and ensure compliance with SLAs.
• Escalate complex issues and collaborate with network/system teams for resolution.
• Maintain ITSM tool records, ensuring accurate capture, routing, tracking, closing, and reporting of all service requests and incidents
• Record and analyze Helpdesk metrics, including incident trends, open and closed tickets, severity levels, and customer sentiment, and provide reports to Government stakeholders
• Communicate proactively with customers, providing timely updates on ticket status, service outages, and incident resolutions
• Manage multiple communication channels (phone, email, ticket system, chat, etc.), ensuring secure, accessible, and compliant Helpdesk interfaces for users
• Escalate incidents or service requests outside the Helpdesk's scope to the appropriate technical or support teams for resolution
• Collect and act on user feedback to measure customer satisfaction and drive continual service improvement
• Coordinate on-site support by contacting customers in advance to schedule visits and gather additional diagnostic information
• Provide end-user assistance and training, helping users effectively operate IT systems and tools while promoting a positive IT experience
• Respond to and manage Mission Assurance Decision Support System (MADSS) trouble calls to ensure mission readiness
• Implement and improve ITSM processes consistent with ITIL, DESMF, Scrum, Agile, and DevSecOps frameworks
• Collaborate with the Government to enhance system access management, ITSM tool functionality, and data accuracy
• Support optional extended hours Helpdesk operations as required to maintain continuous service availability
• Provide lifecycle support for digital signage systems, including design, installation, content management, and ongoing maintenance of Government displays
• Contribute to continuous improvement initiatives by identifying and implementing efficiency and customer experience enhancements across Helpdesk services

Travel Requirements

0 - 10%

Job Requirements

Requirements :

• Six (6) years of professional experience in Industry, Federal or DoD Help Desk Support using a help desk tool such as BMC's Remedy or ServiceNow
• Must hold a Bachelor's degree
• Must have an IAT III level certification
• Must hold an active Secret clearance
• Must have authorization to work in the United States as defined by the Immigration Reform Act of 1986

Cape Fox Corporation, its subsidiaries, and affiliates provide equal employment opportunities to all persons and prohibit employment decisions on the basis of race, religion, color, creed, national origin, sex, age, disability, political affiliation, protected veteran status, or sexual orientation, or any other characteristic protected by federal, state, or local law. Cape Fox Corporation, its subsidiaries, and affiliates offer preference to Cape Fox Corporation Shareholders, descendants, and other Native Americans pursuant to Public Law 100-241.

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Category

Information Technology

Location

Dahlgren - NSWC - Dahlgren, VA 22448 US (Primary)

Education

Bachelor's Degree