Senior Customer Technical Support Specialist (Help Desk) at TekSynap

Dahlgren, Virginia, United States -

Full Time

Start Date

Immediate

Expiry Date

30 Jan, 26

Salary

0.0

Posted On

01 Nov, 25

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Service, End-User Support, Incident Management, Problem Management, Technical Troubleshooting, Communication, Documentation, Cybersecurity Awareness, Compliance, ITIL-Based Service Management

Industry

IT Services and IT Consulting

Description

Responsibilities & Qualifications The TekSynap is seeking a Senior Customer Technical Support Specialist (Help Desk). The Senior Customer Technical Support Specialist (Help Desk) serves as Key Personnel under the NSWCDD Corporate IT Services contract. This position provides expert-level technical assistance to end-users, managing and resolving complex IT service requests and incidents using enterprise help desk tools. The incumbent ensures timely and accurate problem resolution, system accessibility, and user satisfaction while maintaining compliance with Department of Defense (DoD) and Navy IT security and service management policies. RESPONSIBILITIES Provide Tier II/III technical support to end-users across NSWCDD, including troubleshooting, diagnostics, and resolution of hardware, software, and network-related issues. Manage and prioritize tickets using help desk tools such as BMC Remedy or ServiceNow, ensuring service levels and response times are met. Perform root-cause analysis of recurring issues and provide corrective action recommendations. Support IT Service Management (ITSM) processes, including incident, problem, and change management. Maintain and update standard operating procedures (SOPs) and knowledge base articles to improve help desk efficiency. Interface directly with NSWCDD IT leadership and functional leads to provide operational updates and recommendations. Ensure all support activities comply with DoD 8570.01-M, Navy Cybersecurity Workforce (CSWF), and ITIL process frameworks. Assist in onboarding new personnel, system access provisioning, and end-user orientation. Support audit readiness by maintaining accurate service records and security compliance documentation. REQUIRED QUALIFICATIONS Bachelor’s in IT, Business 6 Years in industry, federal, or DoD Help Desk Operations using an enterprise tool such as BMC Remedy or ServiceNow Clearance requirement: Secret (T3 Investigation) COMPETENCIES Customer Service & End0User Support Incident & Problem Management Technical Troubleshooting Communication and Documentation Cybersecurity Awareness & Compliance ITIL-Based Service Management Overview We are seeking a Senior Customer Technical Support Specialist (Help Desk) to join our team at Naval Surface Warfare Center Dahlgren Division (NSWCDD). . TekSynap is a fast-growing high-tech company that understands both the pace of technology today and the need to have a comprehensive well planned information management environment. “Technology moving at the speed of thought” embodies these principles – the need to nimbly utilize the best that information technology offers to meet the business needs of our Federal Government customers. We offer our full-time employees a competitive benefits package to include health, dental, vision, 401K, life insurance, short-term and long-term disability plans, vacation time and holidays. Visit us at www.TekSynap.com. Apply now to explore jobs with us! The safety and health of our employees is of the utmost importance. Employees are required to comply with any vaccination requirements mandated by contract, applicable law or regulation. By applying to a role at TekSynap you are providing consent to receive text messages regarding your interview and employment status. If at any time you would like to opt out of text messaging, respond "STOP". As part of the application process, you agree that TekSynap Corporation may retain and use your name, e-mail, and contact information for purposes related to employment consideration. Additional Job Information WORK ENVIRONMENT AND PHYSICAL DEMANDS The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of the job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. Location: Onsite at NSWCDD Dahlgren, VA (limited hybrid flexibility may be considered) Type of environment: Office Noise level: Medium Work schedule: On-site, standard NSWCDD core hours (0800-1700), Monday through Friday Amount of Travel:

Responsibilities

Provide expert-level technical assistance to end-users, managing and resolving complex IT service requests and incidents. Ensure timely and accurate problem resolution while maintaining compliance with DoD and Navy IT security policies.