Senior Customer Technical Support Specialist (Help Desk)

TekSynap•Dahlgren, VA

2d•Onsite

About The Position

The TekSynap is seeking a Senior Customer Technical Support Specialist (Help Desk). The Senior Customer Technical Support Specialist (Help Desk) serves as Key Personnel under the NSWCDD Corporate IT Services contract. This position provides expert-level technical assistance to end-users, managing and resolving complex IT service requests and incidents using enterprise help desk tools. The incumbent ensures timely and accurate problem resolution, system accessibility, and user satisfaction while maintaining compliance with Department of Defense (DoD) and Navy IT security and service management policies. We are seeking a Senior Customer Technical Support Specialist (Help Desk) to join our team at N aval Surface Warfare Center Dahlgren Division (NSWCDD) . . T ekSynap is a fast-growing high-tech company that understands both the pace of technology today and the need to have a comprehensive well planned information management environment. “Technology moving at the speed of thought” embodies these principles – the need to nimbly utilize the best that information technology offers to meet the business needs of our Federal Government customers. We offer our full-time employees a competitive benefits package to include health, dental, vision, 401K, life insurance, short-term and long-term disability plans, vacation time and holidays. Visit us at www.TekSynap.com . Apply now to explore jobs with us!

Requirements

6 Years of professional experience in Industry, Federal, or DoD Help Desk Support using a help desk tool such as BMC’s Remedy or ServiceNow.
Must meet DoD IAT Level III
Clearance Level: Secret (T3 investigation)

Responsibilities

Provide Tier II/III technical support to end-users across NSWCDD, including troubleshooting, diagnostics, and resolution of hardware, software, and network-related issues.
Manage and prioritize tickets using help desk tools such as BMC Remedy or ServiceNow, ensuring service levels and response times are met.
Perform root-cause analysis of recurring issues and provide corrective action recommendations.
Support IT Service Management (ITSM) processes, including incident , problem , and change management.
Maintain and update standard operating procedures (SOPs) and knowledge base articles to improve help desk efficiency.
Interface directly with NSWCDD IT leadership and functional leads to provide operational updates and recommendations.
Ensure all support activities comply with DoD 8570.01-M, Navy Cybersecurity Workforce (CSWF), and ITIL process frameworks.
Assist in onboarding new personnel, system access provisioning, and end-user orientation.
Support audit readiness by maintaining accurate service records and security compliance documentation.