Technical Support Engineer – Navy IT Systems

Requirements

Must have:

– Education: A Bachelor’s degree in any field. – Experience: At least six (6) years of professional experience in DoD/Navy Help Desk Support, utilizing a help desk/ITSM tool such as BMC Remedy or ServiceNow. – Clearance & Certification: An active Secret Security Clearance is required at the time of hiring. – IAT Level III certification as per DoD 8570, which may include one or more of the following: CASP CE, CCNP Security, CISA, CISSP (or Associate), GCED, GCIH. Additional essential skills include: – Proven ability to use an ITSM tool (e.g., BMC Remedy, ServiceNow, or similar) in a structured, ticket-driven Help Desk setting. – Excellent customer service and communication skills, capable of conveying technical concepts in accessible language. – Experience in ITIL®-aligned settings (incident, request, change, and problem management). – Capability to work on-site in a secure DoD environment, adhering to all security, confidentiality, and acceptable-use policies.

Responsibilities:

In this integral Help Desk position, you will: – Provide staffing and support for the Unified IT Helpdesk, which acts as the single point of contact for NSWCDD users needing IT assistance and reporting incidents. – Utilize Government IT Service Management (ITSM) tools (such as ServiceNow or BMC Remedy) to log, track, and resolve incidents and service requests; manage ticket queues and update records with precise, detailed work notes; and support incident, request, change, knowledge, and problem management processes. – Offer Tier 0/Tier 1/Tier 2 technical support for endpoints (desktops, laptops, thin clients, VDI, printers, mobile devices), common operating systems (like Windows, Linux, macOS), and standard productivity tools and collaboration platforms (e.g., Microsoft 365, Teams, Outlook). – Diagnose hardware, software, and network access problems; perform triage and escalate issues to specialized teams when necessary. – Manage incident handling and request fulfillment in accordance with Service Level Agreements (SLAs) and experience-level targets (XLAs), ensuring high customer satisfaction. – Communicate effectively with users regarding ticket status, planned outages, and resolution steps through various 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, as well as documenting workarounds and known issues to enhance resolution times. – Assist with IT asset and inventory management tasks by recording device assignments, IMACs (installs, moves, adds, changes), and equipment status in the appropriate tools. – Engage in continuous improvement activities by identifying trends, recurring issues, and potential opportunities to enhance processes, automation, or user experience. – Provide after-hours, surge, and mission-critical support as needed for urgent incidents, special events, or continuity exercises. – Collaborate with system administrators, network engineers, cybersecurity professionals, telecom/voice support, and other IT staff to resolve complex challenges and enhance overall service delivery.

Company:

Strategic Technology Institute, Inc. (STi) is looking for a Senior Customer Technical Support Specialist (Help Desk) for a contract we are pursuing, anticipated to support the Unified IT Helpdesk at the Naval Surface Warfare Center Dahlgren Division (NSWCDD). This pivotal role delivers front-line technical support to users across both classified and unclassified IT settings, ensuring prompt resolution of incidents and service requests while providing a high-quality customer experience. The perfect candidate will possess extensive Navy/DoD Help Desk experience, strong proficiency with ITSM tools (e.g., ServiceNow, BMC Remedy), and an IAT Level III cybersecurity certification, all while thriving in a dynamic, mission-oriented environment. Job Types: Full-time, Contract Pay: $58,000.00 – $85,000.00 per year Benefits include: – 401(k) – 401(k) matching – Flexible schedule – Health insurance – Life insurance – Paid time off – Vision insurance