Customer Tech Support Specialist (Help Desk)

Astrion•Dahlgren, VA

9d•Onsite

About The Position

Customer Technical Support Specialist - Support II Astrion has a contingent opening for a Customer Technical Support Specialist (Help Desk) supporting U.S. Navy enterprise information technology operations. This position provides frontline technical assistance to users, resolves common hardware, software, account, and network-access issues, and ensures incidents and service requests are accurately documented and tracked through resolution.

Requirements

Two (2) years of professional experience in Industry, Federal, or Department of Defense Help Desk Support.
Experience using an enterprise Help Desk/ticketing tool such as BMC Remedy, ServiceNow, or a comparable platform.
Experience troubleshooting common end-user IT issues involving workstations, software applications, user accounts, peripheral devices, and network connectivity.
Ability to document incidents, troubleshooting actions, and resolutions accurately and consistently.
Strong customer-service, communication, troubleshooting, and problem-solving skills.
Ability to work effectively with end users and coordinate with higher-tier technical support personnel.
Must meet Information Assurance Technician (IAT) Level II requirements.
Must meet the position's required T3 investigation requirements.
Must be a U.S. Citizen.
Must have a SECRET clearance or be able to obtain one.
Must maintain compliance with applicable IAT Level II cybersecurity workforce requirements.

Nice To Haves

Bachelor’s degree in Information Technology, Computer Science, Information Systems, Cybersecurity, or a related discipline.
Three or more years of professional IT or operations-support experience, consistent with the eCRAFT OS2 labor category.
Experience providing Help Desk support in a U.S. Navy, DoD, Federal Government, or other secure enterprise environment.
Hands-on experience with ServiceNow and/or BMC Remedy.
Experience supporting Microsoft Windows environments and Microsoft 365 applications.
Familiarity with Active Directory, account management, password resets, permissions, and user-access troubleshooting.
Knowledge of basic TCP/IP networking and troubleshooting of end-user network connectivity.
Experience working within incident-management, escalation, and service-level procedures.
Current certification satisfying the applicable DoD IAT Level II requirement.

Responsibilities

Provide Help Desk support to end users experiencing hardware, software, network connectivity, account access, and application-related issues.
Receive, document, track, prioritize, and resolve incidents and service requests using an enterprise Help Desk/ticketing system such as BMC Remedy or ServiceNow.
Perform initial troubleshooting and problem diagnosis and resolve issues within established Help Desk procedures and service levels.
Escalate complex technical issues to systems administrators, network engineers, cybersecurity personnel, or other appropriate technical teams.
Maintain accurate ticket documentation, including user information, troubleshooting actions, resolutions, and escalation status.
Assist users with account access, password resets, workstation issues, standard software applications, peripheral devices, and other common IT support requirements.
Follow established procedures for incident management, service requests, cybersecurity, account management, and protection of Government information.
Communicate technical information clearly and professionally to users with varying levels of technical expertise.
Monitor assigned tickets through closure and provide status updates to users and technical stakeholders as appropriate.
Identify recurring technical issues and contribute to knowledge-base articles, troubleshooting procedures, and continuous improvement of Help Desk operations.