Job Requirements
Remote King George, VA
Top Secret/SCI Polygraph not specified
Entry Level (less than 2 yrs experience)
$70,000 - $80,000
Job Description
Job Description
We are seeking a skilled Customer Technical Support Specialist to provide exceptional support in a hybrid work environment based in King George, Virginia. This role requires an active TS/SCI clearance and involves assisting end users, troubleshooting technical issues, and ensuring adherence to security standards.
Responsibilities
Assist users with account creation requests in Active Directory, password resets, and token/PKI credential troubleshooting.
Perform initial troubleshooting on hardware, peripherals such as monitors and secure KVM switches, and software connectivity issues before escalating.
Log all user inquiries, incidents, and service requests accurately into the designated IT Service Management 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 and 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.
Essential Skills
TS/SCI Clearance and IAT Level II certification.
Experience with Active Directory user management.
Strong troubleshooting skills within a Windows environment.
Excellent communication skills for over-the-phone support.
Additional Skills and Qualifications
Eagerness to grow and be a team player.
Work Environment
The role offers a hybrid work model in King George, Virginia, with a business casual dress code.
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)
This position requires an active DoD Clearance (Top Secret/SCI)
We are seeking a skilled Customer Technical Support Specialist to provide exceptional support in a hybrid work environment based in King George, Virginia. This role requires an active TS/SCI clearance and involves assisting end users, troubleshooting technical issues, and ensuring adherence to security standards.
Responsibilities
Assist users with account creation requests in Active Directory, password resets, and token/PKI credential troubleshooting.
Perform initial troubleshooting on hardware, peripherals such as monitors and secure KVM switches, and software connectivity issues before escalating.
Log all user inquiries, incidents, and service requests accurately into the designated IT Service Management 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 and 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.
Essential Skills
TS/SCI Clearance and IAT Level II certification.
Experience with Active Directory user management.
Strong troubleshooting skills within a Windows environment.
Excellent communication skills for over-the-phone support.
Additional Skills and Qualifications
Eagerness to grow and be a team player.
Work Environment
The role offers a hybrid work model in King George, Virginia, with a business casual dress code.
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)
This position requires an active DoD Clearance (Top Secret/SCI)
group id: 10105424
