Job Requirements
Remote King George, VA
Top Secret/SCI Polygraph not specified
Early Career (2+ yrs experience)
$70,000 - $85,000
Job Description
Description
The Customer Technical Support Specialist will be responsible for:
• Assist users with account creation requests in AD, password resets, and token/PKI credential troubleshooting specific to the JWICS environment.
• Perform initial troubleshooting on hardware, peripherals (monitors, secure KVM switches), and software connectivity issues before escalating.
• Log all user inquiries, incidents, and service requests accurately into the designated IT Service Management (ITSM) tool (ServiceNow).
• Provide desktop support to users with standard desktop applications, email configuration, and mapping secure network drives or printers.
• Escalate unresolved local issues to ONI Hopper or DIA service desks, providing complete diagnostic logs and user details.
• Track/monitor the status of escalated tickets and provide regular updates to users regarding estimated time to resolution.
• Serve as the local authoritative voice during enterprise outages, disseminating updates from ONI Hopper/DIA to the local Dahlgren workforce.
• Coordinate with ONI Hopper logisticians and local command authorities for the repair, return, or replacement of defective secure terminal equipment.
• Ensure all users adhere to acceptable use policies and physical security standards for secure terminals.
• Assist in tracking and auditing local JWICS hardware assets to ensure accurate accountability and alignment with ONI/DIA records.
• Immediately report any suspected security anomalies, unauthorized access attempts, or hardware tampering to local security officers and ONI/DIA network defense teams.
• Provide basic orientation to new users regarding the correct operation of equipment and procedures for requesting support.
• Other duties as assigned.
Qualifications
Job Title
help desk technician
Top Skills Details
1. TS/SCI Clearance and IAT level II cert
2. Experience with active directory user management, over the phone support, basic troubleshooting skills within a windows environment
3. Eager to grow, team player
Eligibility requirements apply to some benefits and may depend on your job
classification and length of employment. Benefits are subject to change and may be
subject to specific elections, plan, or program terms. If eligible, the benefits
available for this temporary role may include the following:
• Medical, dental & vision
• Critical Illness, Accident, and Hospital
• 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available
• Life Insurance (Voluntary Life & AD&D for the employee and dependents)
• Short and long-term disability
• Health Spending Account (HSA)
• Transportation benefits
• Employee Assistance Program
• Time Off/Leave (PTO, Vacation or Sick Leave)
The Customer Technical Support Specialist will be responsible for:
• Assist users with account creation requests in AD, password resets, and token/PKI credential troubleshooting specific to the JWICS environment.
• Perform initial troubleshooting on hardware, peripherals (monitors, secure KVM switches), and software connectivity issues before escalating.
• Log all user inquiries, incidents, and service requests accurately into the designated IT Service Management (ITSM) tool (ServiceNow).
• Provide desktop support to users with standard desktop applications, email configuration, and mapping secure network drives or printers.
• Escalate unresolved local issues to ONI Hopper or DIA service desks, providing complete diagnostic logs and user details.
• Track/monitor the status of escalated tickets and provide regular updates to users regarding estimated time to resolution.
• Serve as the local authoritative voice during enterprise outages, disseminating updates from ONI Hopper/DIA to the local Dahlgren workforce.
• Coordinate with ONI Hopper logisticians and local command authorities for the repair, return, or replacement of defective secure terminal equipment.
• Ensure all users adhere to acceptable use policies and physical security standards for secure terminals.
• Assist in tracking and auditing local JWICS hardware assets to ensure accurate accountability and alignment with ONI/DIA records.
• Immediately report any suspected security anomalies, unauthorized access attempts, or hardware tampering to local security officers and ONI/DIA network defense teams.
• Provide basic orientation to new users regarding the correct operation of equipment and procedures for requesting support.
• Other duties as assigned.
Qualifications
Job Title
help desk technician
Top Skills Details
1. TS/SCI Clearance and IAT level II cert
2. Experience with active directory user management, over the phone support, basic troubleshooting skills within a windows environment
3. Eager to grow, team player
Eligibility requirements apply to some benefits and may depend on your job
classification and length of employment. Benefits are subject to change and may be
subject to specific elections, plan, or program terms. If eligible, the benefits
available for this temporary role may include the following:
• Medical, dental & vision
• Critical Illness, Accident, and Hospital
• 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available
• Life Insurance (Voluntary Life & AD&D for the employee and dependents)
• Short and long-term disability
• Health Spending Account (HSA)
• Transportation benefits
• Employee Assistance Program
• Time Off/Leave (PTO, Vacation or Sick Leave)
group id: 10105424
