Senior Customer Tech Support Specialist (Help Desk Manager)

Senior Customer Tech Support Specialist

Dahlgren Naval Surface Warfare Center, Dahlgren, VA

Salary negotiable - Full Time with Benefits

Flexible Start-Date – Contingent on contract award – On-Site

Your work will involve providing customer support and technical assistance to Corporate Research, Development, Test and Evaluation (RDT&E) Network users and other code 1042 designated customers. This is a great opportunity to impact DoN technical initiatives and support the warfighter.

As the Senior Customer Tech Support Specialist, you will be responsible for:

• Provide on-site desktop support as needed, provides general help desk support for User Assistance.

• Provide phone support to user’s to resolve issues relating to RDT&E connectivity, and RDT&E Active Directory domain account User Management.

• Provide support with assigning IP addresses as requested and with maintaining those IP addresses in the IPA Database.

• Utilize the ServiceNow (or current ticketing system) to assign and track trouble calls as appropriate.

• Help Desk Specialist will assist with the maintenance and monitoring of the User Assistance mailbox to ensure that all users receive timely support in response to their requests for assistance.

• Participate in the development and maintenance of Standard Operating Procedures (SOPs) encompassing all User Assistance activity.

To qualify, you will need:

• DOD Top Secret Security Clearance

• CWF designation IAT Level III Certification

• 6 years of similar professional experience in DoD or Federal environments with help desk tools such as ServiceNow or BMC Remedy

Additional Qualifications

• This position is required to be designated as an IT Level 1 with a T5/T5R investigation with a CWF designation at the IAT III level or 411 Work Role Code with the proficiency level of Advanced.

Strategic Data Systems provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.