Network Designs, Inc. ยท 1 month ago
Senior Customer Tech Support Specialist (Help Desk) #1643383
Dahlgren, VA, USA
Full-time
Hybrid
Senior Level
6+ years expNetwork Designs, Inc. (NDi) is a leading Federal contractor specializing in IT and network solutions for government customers. They are seeking an experienced Customer Technical Support Specialist to provide Tier 1-3 IT user support for a large federal IT services program, ensuring high-quality customer service and compliance with security procedures.
Information ServicesInformation Technology
No H1B
Security Clearance RequiredU.S. Citizen Only
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
Customer Engagement & Process Improvement
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
Qualification
Required
U.S Citizenship required
Active Secret Clearance required
Bachelors degree in a related field
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
Benefits
Comprehensive health, dental, vision, pet, and legal insurance
401(k) retirement matching
Paid leave
Paid holidays
Health and wellness programs
Employer-paid life and disability insurance
Professional development
Education benefits
Company
Network Designs, Inc.
NDi is a Verified Service-Disabled Veteran Owned Small Business [SDVOSB] professional services firm, supporting Federal and Commercial customers since 1995.
51-200 employees
Funding
Current Stage
Growth StageLeadership Team
Anthony Zeruto, CISM
CEO and Owner
Company data provided by crunchbase