Senior Customer Tech Support Specialist (Help Desk) - ClearanceJobs : Job Details

Data Intelligence is searching for a Senior Customer Tech Support Specialist (Help Desk) to support the Naval Surface Warfare Center Dahlgren Division (NSWCDD) in Dahlgren, VA. This is an onsite position. The Senior Customer Tech Support Specialist will provide advanced technical support and leadership within the help desk team at NSWCDD. This role involves diagnosing and resolving complex technical issues, mentoring junior staff, and ensuring high levels of customer satisfaction.

Key Responsibilities:

• Provide expert-level troubleshooting and resolution for hardware, software, and network issues.
• Respond to and resolve customer inquiries in a timely and professional manner.
• Guide and support junior help desk staff, providing training and knowledge sharing.
• Maintain detailed records of support requests, resolutions, and follow-up actions.
• Assist in the installation, configuration, and maintenance of IT systems and equipment.
• Identify and implement improvements to help desk processes and procedures.
• Handle escalated issues and coordinate with other IT teams or vendors as necessary.

Qualifications:

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• Minimum of 6 years of professional experience in Industry, Federal or DoD Help Desk Support.
• Using a help desk tool such as ServiceNow.
• Skills:
  • Strong knowledge of computer hardware, software, and networking.
  • Excellent problem-solving and analytical skills.
  • Effective communication and interpersonal skills.
  • Ability to work independently and as part of a team.
  • Familiarity with help desk software and ticketing systems.
• IAT III or higher certification
• Top Secret security clearance

Work Environment:

• NSWCDD, Dahlgren, VA.
• Full-time, with potential for occasional after-hours support.

**This position is contingent upon award of contract** Data Intelligence, DI is an established small business that has supported the critical missions of our government clients since 2005. We provide full life cycle system development, systems engineering, cybersecurity, and supporting analytical and logistics support to C4ISR and other complex systems. We are an equal opportunity employer that offers competitive salaries, comprehensive benefits, a team-oriented environment, and opportunities for advancement. Our excellent employee retention record reflects our employee focus. We work with Veteran's organization to proactively hire those who have served our country. We offer medical, dental and vision insurance, 401k, PTO and 11 paid holidays. Data Intelligence is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, age, color, religion, creed, sex, sexual orientation, gender identity, national origin, disability, or protected Veteran status.