Sr. Customer Support Technical Support Specialist (Help Desk) - Navy - Secret Required

cFocus Software IncorporatedDahlgren, VA

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Job Description

cFocus Software seeks a Sr. Customer Support Technical Support Specialist (Help Desk) to join our program supporting the Department of Defense (DoD). This position is remote. This position requires the ability to obtain a Secret clearance.Qualifications:

Six (6) years of professional experience in Industry, Federal or DoD Help Desk Support using a help desk tool such as BMC’s Remedy or ServiceNow
Active DoD IAT Level III certification

Duties:

Serve as the senior-level technical support specialist providing Tier II/III support to users across the enterprise.
Respond to and resolve escalated service requests and incidents in accordance with established Service Level Agreements (SLAs).
Diagnose, troubleshoot, and resolve complex hardware, software, and network connectivity issues.
Manage and document service tickets using approved help desk and incident management systems.
Provide expert guidance to junior help desk staff and assist in training and mentoring activities.
Ensure compliance with cybersecurity and information assurance policies during troubleshooting and system maintenance activities.
Perform remote and onsite support for end users, including system configuration, installation, and updates.
Collaborate with system administrators, network engineers, and cybersecurity teams to address recurring or systemic issues.
Monitor and track issue resolution progress to ensure prompt and accurate closure of support tickets.
Prepare and deliver reports on service performance metrics, common incidents, and improvement recommendations.
Contribute to knowledge base documentation and update standard operating procedures (SOPs).
Support IT asset management, inventory tracking, and lifecycle replacement processes.

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