Senior Customer Technical Support Specialist (Help Desk) - NSWCDD Location: NSWCDD, Dahlgren, VA (on-site, with potential limited travel to local sites)
Clearance Level: Active Secret Security Clearance (required)
Status: Full-time | Contingent upon contract award OVERVIEW -
Strategic Technology Institute, Inc. (STi) is seeking a Senior Customer Technical Support Specialist (Help Desk) for a contract we are bidding on and expect to acquire supporting the Unified IT Helpdesk with the Naval Surface Warfare Center Dahlgren Division (NSWCDD). This key role provides front-line technical support to users across classified and unclassified IT environments, ensuring timely resolution of incidents and service requests and a high-quality customer experience. The ideal candidate brings deep Navy/DoD Help Desk experience, strong ITSM tool proficiency (e.g., ServiceNow, BMC Remedy), and holds an IAT Level III cybersecurity certification while operating in a fast-paced, mission-focused environment. KEY RESPONSIBILITIES - In this key Help Desk role, you will: • Staff and support the Unified IT Helpdesk that serves as the single point of contact for NSWCDD users requesting IT support and reporting incidents. • Use Government IT Service Management (ITSM) tools (e.g., ServiceNow, BMC Remedy, or similar) to: ○ Log, track, and resolve incidents and service requests ○ Manage ticket queues and update records with accurate, detailed work notes ○ Support incident, request, change, knowledge, and problem management processes • Provide Tier 0/Tier 1/Tier 2 technical support for: ○ Endpoints (desktops, laptops, thin clients, VDI, printers, mobile devices) ○ Common operating systems (e.g., Windows, Linux, macOS) ○ Standard productivity tools and collaboration platforms (e.g., Flank Speed / Microsoft 365, Teams, Outlook) • Troubleshoot hardware, software, and network access issues; perform triage and escalation to specialized teams when required. • Support incident management and request fulfillment in alignment with SLAs and experience-level targets (XLAs), ensuring high customer satisfaction. • Communicate effectively with users about ticket status, planned outages, and resolution steps via multiple channels (phone, email, chat, ticket comments). • Contribute to and maintain the Knowledge Management repository, including: ○ Creating and updating knowledge articles, FAQs, and “how-to” guides ○ Capturing workarounds and known issues to drive faster resolution times • Support IT asset and inventory management activities by documenting device assignments, IMACs (installs, moves, adds, changes), and equipment status in the appropriate tools. • Participate in continuous improvement efforts by identifying trends, recurring issues, and opportunities to improve processes, automation, or user experience. • Assist with after-hours, surge, and mission-essential support as required for critical incidents, special events, or continuity exercises. • Work collaboratively with system administrators, network engineers, cybersecurity personnel, telecom/voice support, and other IT staff to resolve complex issues and improve end-to-end service delivery. REQUIRED QUALIFICATIONS - • Education: Bachelor’s degree in any discipline. • Experience: Six (6) years of professional experience in DoD/Navy Help Desk Support, using a help desk/ITSM tool such as BMC Remedy or ServiceNow. • Clearance & Certification: ○ Active Secret Security Clearance (required at time of hire). ○ IAT Level III certification in accordance with DoD 8570 (one or more of the following): • CASP CE • CCNP Security • CISA • CISSP (or Associate) • GCED • GCIH Additional essential skills: • Demonstrated proficiency using an ITSM tool (e.g., BMC Remedy, ServiceNow, or equivalent) in a structured, ticket-driven Help Desk environment. • Strong customer service and communication skills, with the ability to explain technical concepts in user-friendly terms. • Experience working within ITIL®-aligned environments (incident, request, change, and problem management). • Ability to work on-site in a secure DoD environment, following all security, confidentiality, and acceptable-use policies. PREFERRED QUALIFICATIONS - • Prior DoD or U.S. Navy Help Desk experience, especially supporting Navy enterprise services such as NMCI/NEN and Flank Speed. • Experience supporting classified and unclassified networks, including familiarity with security controls and handling procedures. • Exposure to frameworks such as ITIL®, DESMF, Agile, and DevSecOps, and experience operating within mature ITSM organizations. • Experience with knowledge management, including creating and maintaining knowledge base content. • Familiarity with support for telecommunications/voice (VoIP, mobile devices) and collaboration tools (Teams, VTC, conference room A/V).
Clearance Level: Active Secret Security Clearance (required)
Status: Full-time | Contingent upon contract award OVERVIEW -
Strategic Technology Institute, Inc. (STi) is seeking a Senior Customer Technical Support Specialist (Help Desk) for a contract we are bidding on and expect to acquire supporting the Unified IT Helpdesk with the Naval Surface Warfare Center Dahlgren Division (NSWCDD). This key role provides front-line technical support to users across classified and unclassified IT environments, ensuring timely resolution of incidents and service requests and a high-quality customer experience. The ideal candidate brings deep Navy/DoD Help Desk experience, strong ITSM tool proficiency (e.g., ServiceNow, BMC Remedy), and holds an IAT Level III cybersecurity certification while operating in a fast-paced, mission-focused environment. KEY RESPONSIBILITIES - In this key Help Desk role, you will: • Staff and support the Unified IT Helpdesk that serves as the single point of contact for NSWCDD users requesting IT support and reporting incidents. • Use Government IT Service Management (ITSM) tools (e.g., ServiceNow, BMC Remedy, or similar) to: ○ Log, track, and resolve incidents and service requests ○ Manage ticket queues and update records with accurate, detailed work notes ○ Support incident, request, change, knowledge, and problem management processes • Provide Tier 0/Tier 1/Tier 2 technical support for: ○ Endpoints (desktops, laptops, thin clients, VDI, printers, mobile devices) ○ Common operating systems (e.g., Windows, Linux, macOS) ○ Standard productivity tools and collaboration platforms (e.g., Flank Speed / Microsoft 365, Teams, Outlook) • Troubleshoot hardware, software, and network access issues; perform triage and escalation to specialized teams when required. • Support incident management and request fulfillment in alignment with SLAs and experience-level targets (XLAs), ensuring high customer satisfaction. • Communicate effectively with users about ticket status, planned outages, and resolution steps via multiple channels (phone, email, chat, ticket comments). • Contribute to and maintain the Knowledge Management repository, including: ○ Creating and updating knowledge articles, FAQs, and “how-to” guides ○ Capturing workarounds and known issues to drive faster resolution times • Support IT asset and inventory management activities by documenting device assignments, IMACs (installs, moves, adds, changes), and equipment status in the appropriate tools. • Participate in continuous improvement efforts by identifying trends, recurring issues, and opportunities to improve processes, automation, or user experience. • Assist with after-hours, surge, and mission-essential support as required for critical incidents, special events, or continuity exercises. • Work collaboratively with system administrators, network engineers, cybersecurity personnel, telecom/voice support, and other IT staff to resolve complex issues and improve end-to-end service delivery. REQUIRED QUALIFICATIONS - • Education: Bachelor’s degree in any discipline. • Experience: Six (6) years of professional experience in DoD/Navy Help Desk Support, using a help desk/ITSM tool such as BMC Remedy or ServiceNow. • Clearance & Certification: ○ Active Secret Security Clearance (required at time of hire). ○ IAT Level III certification in accordance with DoD 8570 (one or more of the following): • CASP CE • CCNP Security • CISA • CISSP (or Associate) • GCED • GCIH Additional essential skills: • Demonstrated proficiency using an ITSM tool (e.g., BMC Remedy, ServiceNow, or equivalent) in a structured, ticket-driven Help Desk environment. • Strong customer service and communication skills, with the ability to explain technical concepts in user-friendly terms. • Experience working within ITIL®-aligned environments (incident, request, change, and problem management). • Ability to work on-site in a secure DoD environment, following all security, confidentiality, and acceptable-use policies. PREFERRED QUALIFICATIONS - • Prior DoD or U.S. Navy Help Desk experience, especially supporting Navy enterprise services such as NMCI/NEN and Flank Speed. • Experience supporting classified and unclassified networks, including familiarity with security controls and handling procedures. • Exposure to frameworks such as ITIL®, DESMF, Agile, and DevSecOps, and experience operating within mature ITSM organizations. • Experience with knowledge management, including creating and maintaining knowledge base content. • Familiarity with support for telecommunications/voice (VoIP, mobile devices) and collaboration tools (Teams, VTC, conference room A/V).