Senior Help Desk Specialist (4406) - ClearanceJobs : Job Details

SMX is looking for a highly motivated Senior Help Desk Specialist to join our team in support of Naval Surface Warfare Center Dahlgren Division (NSWCDD) in Dahlgren, VA. The Senior Help Desk Specialist will provide advanced technical support 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. This position will be hybrid with the onsite work location in Dahlgren, VA.

Essential Duties & Responsibilities:

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

Required Skills & Experience:

• Clearance Required: Secret
• Must be able to obtain and maintain Top Secret
• 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
• Experienced in using a help desk tool such as ServiceNow
• Strong knowledge of troubleshooting computer hardware, software, and networks
• Strong problem solving and analytical skills
• Effective communication and interpersonal skills
• Ability to work independently and as part of a team
• IAT III or higher certification