Sr. Customer Technical Support Specialist (Help Desk)

Rigil Corporation•Dahlgren, VA

15d•Onsite

About The Position

Provides end-to-end, full-lifecycle endpoint support for IT assets, including troubleshooting, configuration, deployment, imaging, upgrades, and maintenance for desktops, laptops, printers, mobile devices, and virtual environments. Maintains a centralized patch and update repository for all supported operating systems, third-party, and vendor software, ensuring monthly and ad hoc updates and secure media creation for offline assets. Performs hardware and software configuration, IMACs, and technology refreshes using Government-approved baselines and imaging utilities, with a target of replacing at least 20% of assets annually. Operates and manages a Unified IT Helpdesk to deliver incident, problem, and service request management, event monitoring, knowledge management, and customer communication consistent with SLA/XLA targets. Collects and reports ITSM metrics (e.g., incidents, trends, customer sentiment, and service performance) through Government-provided tools while continually improving efficiency and customer IT experience. Supports digital signage lifecycle management, including design, installation, content management, and maintenance to ensure operational displays and timely Government communications.

Requirements

Bachelor’s level degree.
7 years professional experience in operations support.
Six (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.
This position is required to be designated as IAT III level with a T3.
Top Secret Clearance/ Secret

Responsibilities

Provides end-to-end, full-lifecycle endpoint support for IT assets, including troubleshooting, configuration, deployment, imaging, upgrades, and maintenance for desktops, laptops, printers, mobile devices, and virtual environments.
Maintains a centralized patch and update repository for all supported operating systems, third-party, and vendor software, ensuring monthly and ad hoc updates and secure media creation for offline assets.
Performs hardware and software configuration, IMACs, and technology refreshes using Government-approved baselines and imaging utilities, with a target of replacing at least 20% of assets annually.
Operates and manages a Unified IT Helpdesk to deliver incident, problem, and service request management, event monitoring, knowledge management, and customer communication consistent with SLA/XLA targets.
Collects and reports ITSM metrics (e.g., incidents, trends, customer sentiment, and service performance) through Government-provided tools while continually improving efficiency and customer IT experience.
Supports digital signage lifecycle management, including design, installation, content management, and maintenance to ensure operational displays and timely Government communications.