Today
Secret
Early Career (2+ yrs experience)
$40,000 - $60,000
IT - Support
Dahlgren, VA (On-Site/Office)
Customer Technical Support Specialist (NEN)
Location: Naval Surface Warfare Center Dahlgren Division (NSWCDD) – Dahlgren, VA (and Detachment Sites)
Clearance Required: Active Secret
Contract Type: Contingent Upon Award – RFP Bid Support
Overview
We are seeking a skilled Customer Technical Support Specialist (NEN) to support the Naval Surface Warfare Center Dahlgren Division (NSWCDD) in delivering, maintaining, and modernizing IT operations across both classified and unclassified Research, Development, Test & Evaluation (RDTE) environments. This role supports NSWCDD’s mission to modernize IT infrastructure, strengthen IT Service Management (ITSM), and enhance end-user experience across the Command’s diverse technical landscape.
Key Responsibilities
Technical Support & Troubleshooting
• Provide timely technical assistance and support for incoming inquiries related to computer systems, software, hardware, and network-connected devices.
• Assess and troubleshoot computer support problems; perform diagnostic tests on software and hardware; identify root causes; and implement effective solutions.
• Respond to technical telephone requests and provide in-person troubleshooting for NEN-assigned systems and applications.
• Support configuration, installation, system updates, and lifecycle maintenance for workstations, peripherals, and software across unclassified and classified networks.
• Assist with incident, problem, and change management activities in alignment with ITIL and DoD/DON IT governance.
Operational & Program Support
• Provide day-to-day operations support to senior leadership and technical departments.
• Support change and transformation activities, including gap analyses, stakeholder interviews, situational reports, and process improvement initiatives.
• Assist in preparing, coordinating, and reviewing technical documentation, guidance responses, and reports.
Data & Reporting
• Conduct descriptive statistical analyses to support operations and leadership decision-making.
• Generate ad hoc reports, tracking metrics, and performance insights as required.
Project Support
• Lead or support small to medium-sized IT support, process improvement, or digital transformation projects.
• Collaborate with cross-functional teams (cybersecurity, endpoint management, IM, ITSM, enterprise applications).
Required Qualifications
• Active Secret clearance (T3) and eligibility to meet IAT II qualifications (e.g., Security+ CE).
• Bachelor’s degree in a relevant field.
• Minimum of 2 years of professional experience in customer service or technical customer support.
• Minimum of 3 years of experience in operations support, including coordination with executives or technical teams.
• Strong communication and customer service skills with the ability to support users of varying technical backgrounds.
• Familiarity with ITIL, DESMF, DoD/DON IT frameworks (preferred).
• Ability to support operations on both unclassified and classified networks.
Preferred Skills
• Experience with Navy Enterprise Networks (NEN), NMCI, or similar DoD environments.
• Knowledge of RDTE support environments and Navy/DoD network infrastructure.
• Ability to create technical documentation, situational reports, and stakeholder communications.
• Experience with IT modernization, digital transformation, or automation tools.
Join Our Mission
Support the Navy’s mission to develop, integrate, and sustain advanced warfare systems by enabling a modern, secure, and efficient IT environment. Become part of a team driving innovation, collaboration, and technological excellence across NSWCDD.
Location: Naval Surface Warfare Center Dahlgren Division (NSWCDD) – Dahlgren, VA (and Detachment Sites)
Clearance Required: Active Secret
Contract Type: Contingent Upon Award – RFP Bid Support
Overview
We are seeking a skilled Customer Technical Support Specialist (NEN) to support the Naval Surface Warfare Center Dahlgren Division (NSWCDD) in delivering, maintaining, and modernizing IT operations across both classified and unclassified Research, Development, Test & Evaluation (RDTE) environments. This role supports NSWCDD’s mission to modernize IT infrastructure, strengthen IT Service Management (ITSM), and enhance end-user experience across the Command’s diverse technical landscape.
Key Responsibilities
Technical Support & Troubleshooting
• Provide timely technical assistance and support for incoming inquiries related to computer systems, software, hardware, and network-connected devices.
• Assess and troubleshoot computer support problems; perform diagnostic tests on software and hardware; identify root causes; and implement effective solutions.
• Respond to technical telephone requests and provide in-person troubleshooting for NEN-assigned systems and applications.
• Support configuration, installation, system updates, and lifecycle maintenance for workstations, peripherals, and software across unclassified and classified networks.
• Assist with incident, problem, and change management activities in alignment with ITIL and DoD/DON IT governance.
Operational & Program Support
• Provide day-to-day operations support to senior leadership and technical departments.
• Support change and transformation activities, including gap analyses, stakeholder interviews, situational reports, and process improvement initiatives.
• Assist in preparing, coordinating, and reviewing technical documentation, guidance responses, and reports.
Data & Reporting
• Conduct descriptive statistical analyses to support operations and leadership decision-making.
• Generate ad hoc reports, tracking metrics, and performance insights as required.
Project Support
• Lead or support small to medium-sized IT support, process improvement, or digital transformation projects.
• Collaborate with cross-functional teams (cybersecurity, endpoint management, IM, ITSM, enterprise applications).
Required Qualifications
• Active Secret clearance (T3) and eligibility to meet IAT II qualifications (e.g., Security+ CE).
• Bachelor’s degree in a relevant field.
• Minimum of 2 years of professional experience in customer service or technical customer support.
• Minimum of 3 years of experience in operations support, including coordination with executives or technical teams.
• Strong communication and customer service skills with the ability to support users of varying technical backgrounds.
• Familiarity with ITIL, DESMF, DoD/DON IT frameworks (preferred).
• Ability to support operations on both unclassified and classified networks.
Preferred Skills
• Experience with Navy Enterprise Networks (NEN), NMCI, or similar DoD environments.
• Knowledge of RDTE support environments and Navy/DoD network infrastructure.
• Ability to create technical documentation, situational reports, and stakeholder communications.
• Experience with IT modernization, digital transformation, or automation tools.
Join Our Mission
Support the Navy’s mission to develop, integrate, and sustain advanced warfare systems by enabling a modern, secure, and efficient IT environment. Become part of a team driving innovation, collaboration, and technological excellence across NSWCDD.
group id: 10115903
