Senior Customer Tech Support Specialist (Help Desk) #1643383

Network Designs•Dahlgren, VA

3d•Onsite

About The Position

NDi is seeking an experienced Customer Technical Support Specialist (Help Desk) to provide Tier 1-3 enterprise IT user support for a large federal IT services program. The Help Desk Specialist will serve as the technical lead for incident management, service request fulfillment, and escalation coordination. This position requires hands-on experience supporting complex DoD or Federal IT environments using enterprise IT Service Management (ITSM) tools such as BMC Remedy or ServiceNow. The selected candidate will ensure high-quality customer service, accurate issue resolution, and full compliance with security and operational procedures.

Requirements

U.S Citizenship required.
Active Top Secret Clearance required.
This position requires 5 days onsite in Dahlgren, VA. Please note that up to 40% remote work may become available but this determination will be made at a later stage.
Six (6) years of professional experience in industry, federal, or DoD help-desk support environments, Navy preferred.
Experience using enterprise ITSM tools such as BMC Remedy or ServiceNow for ticketing, tracking, and performance reporting.
Certifications (per DoD 8570/8140 IAT Level III), minimum of one: CASP+ CE, CCNP Security, CISA, CISSP (Associate or Full), GCED, GCIH, CySA+ CE, CCSP, PenTest+ CE, or GSE.
Demonstrated ability to provide technical direction and quality assurance for Tier 1-3 support teams.
Excellent communication skills and a strong customer-service orientation.
Experience generating and analyzing help-desk performance metrics and SLAs.
Proficiency with ITSM workflows and ticket lifecycle management.
Ability to analyze trends and improve help-desk performance.
Familiarity with DoD network environments and security controls.
Strong documentation and organizational skills.
Ability to mentor junior technicians and ensure consistent service quality.

Nice To Haves

Bachelors degree in technical or related field.

Responsibilities

Provide Tier 1-3 end-user support for hardware, software, and network issues.
Log, categorize, and resolve tickets in the ITSM tool, escalating as necessary.
Ensure Service Level Agreements (SLAs) are met or exceeded.
Coordinate with system administrators and engineers for complex issue resolution.
Deliver responsive, professional customer service and clear communications.
Identify recurring issues and recommend preventive actions or automation.
Support knowledge-base development and documentation updates.
Ensure adherence to DoD security policies and 8570/8140 requirements.
Generate performance metrics and trend reports for management review.