Customer Tech Support Specialist; Help Desk

Overview

Job Location:

Dahlgren, Virginia

Job Status:
Full Time

Clearance:
Secret

Travel:
Less than 10%

Salary: $57,000 to $61,200

Astrion has a contingent opening for a Customer Technical Support Specialist (Help Desk) supporting U.S. Navy enterprise information technology operations. This position provides frontline technical assistance to users, resolves common hardware, software, account, and network-access issues, and ensures incidents and service requests are accurately documented and tracked through resolution.

• Provide Help Desk support to end users experiencing hardware, software, network connectivity, account access, and application-related issues.
• Receive, document, track, prioritize, and resolve incidents and service requests using an enterprise Help Desk/ticketing system such as BMC Remedy or Service Now.
• Perform initial troubleshooting and problem diagnosis and resolve issues within established Help Desk procedures and service levels.
• Escalate complex technical issues to systems administrators, network engineers, cybersecurity personnel, or other appropriate technical teams.
• Maintain accurate ticket documentation, including user information, troubleshooting actions, resolutions, and escalation status.
• Assist users with account access, password resets, workstation issues, standard software applications, peripheral devices, and other common IT support requirements.
• Follow established procedures for incident management, service requests, cybersecurity, account management, and protection of Government information.
• Communicate technical information clearly and professionally to users with varying levels of technical expertise.
• Monitor assigned tickets through closure and provide status updates to users and technical stakeholders as appropriate.
• Identify recurring technical issues and contribute to knowledge-base articles, troubleshooting procedures, and continuous improvement of Help Desk operations.

• Two (2) years of professional experience in Industry, Federal, or Department of Defense Help Desk Support.
• Experience using an enterprise Help Desk/ticketing tool such as BMC Remedy, Service Now, or a comparable platform.
• Experience troubleshooting common end-user IT issues involving workstations, software applications, user accounts, peripheral devices, and network connectivity.
• Ability to document incidents, troubleshooting actions, and resolutions accurately and consistently.
• Strong customer-service, communication, troubleshooting, and problem-solving skills.
• Ability to work effectively with end users and coordinate with higher-tier technical support personnel.
• Must meet Information Assurance Technician (IAT) Level II requirements.
• Must meet the position's required T3 investigation requirements.

• Bachelor’s degree in Information Technology, Computer Science, Information Systems, Cybersecurity, or a related discipline.
• Three or more years of professional IT or operations-support experience, consistent with the eCRAFT OS2 labor category.
• Experience providing Help Desk support in a U.S. Navy, DoD, Federal Government, or other secure enterprise environment.
• Hands‑on experience with Service Now and/or BMC Remedy.
• Experience supporting Microsoft Windows environments and Microsoft 365 applications.
• Familiarity with Active Directory, account management, password resets, permissions, and user‑access troubleshooting.
• Knowledge of basic TCP/IP networking and troubleshooting of end‑user network connectivity.
• Experience working within incident‑management, escalation, and service‑level procedures.
• Current certification satisfying the applicable DoD IAT Level II requirement.

• Must be a U.S. Citizen.
• Must have a SECRET clearance or be able to obtain one.
• Must maintain compliance with applicable IAT Level II cybersecurity workforce requirements.

• Competitive salaries
• Continuing education assistance
• Professional development allotment
• Multiple healthcare benefits packages
• 401K with employer matching
• Competitive time off policy along with a federally recognized holiday schedule

At Astrion, we…