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TekSynap · 2 months ago

Senior Customer Technical Support Specialist (Help Desk)

US-VA-Dahlgren

Full-time

Onsite

Senior Level

6+ years exp

TekSynap is a fast-growing high-tech company that understands the pace of technology and the need for a comprehensive information management environment. They are seeking a Senior Customer Technical Support Specialist (Help Desk) to provide expert-level technical assistance to end-users, managing and resolving complex IT service requests and incidents while ensuring compliance with DoD and Navy IT security policies.

ComputerInformation ServicesInformation Technology

Growth Opportunities

No H1B

Security Clearance Required

U.S. Citizen Only

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

Qualification

BMC RemedyServiceNowITIL-Based Service ManagementTechnical TroubleshootingCybersecurity AwarenessCustomer ServiceIncident ManagementProblem ManagementCommunication SkillsDocumentation Skills