Senior Customer Tech Support Specialist; Help Desk

About NDi:

Network Designs, Inc. (NDi) is a leading Federal contractor that specializes in designing, developing, and delivering information technology and network solutions for government customers. Founded in 1985, NDi's firmly defined core values have driven all aspects of the business, which have been paramount to our company's success and the establishment of an enjoyable workplace atmosphere. At NDi, we believe that our people are the cornerstone of our success, and we value collaboration, career growth, and winning ideas.

Military Veterans Encouraged to Apply.

NDi is seeking an experienced Customer Technical Support Specialist (Help Desk) to provide Tier 1-3 enterprise IT user support for a large federal IT services program. The Help Desk Specialist will serve as the technical lead for incident management, service request fulfillment, and escalation coordination. This position requires hands‑on experience supporting complex DoD or Federal IT environments using enterprise IT Service Management (ITSM) tools such as BMC Remedy or Service Now.

The selected candidate will ensure high-quality customer service, accurate issue resolution, and full compliance with security and operational procedures.

• U.S Citizenship required.
• Active Top Secret Clearance required.
• This position requires 5 days onsite in Dahlgren, VA. Please note that up to 40% remote work may become available but this determination will be made at a later stage.

• Bachelors degree in technical or related field
• Six (6) years of professional experience in industry, federal, or DoD help‑desk support environments, Navy preferred.
• Experience using enterprise ITSM tools such as BMC Remedy or Service Now for ticketing, tracking, and performance reporting.
• Certifications (per DoD 8570/8140 IAT Level III), minimum of one: CASP+ CE, CCNP Security, CISA, CISSP (Associate or Full), GCED, GCIH, CySA+ CE, CCSP, Pen Test+ CE, or GSE.
• Demonstrated ability to provide technical direction and quality assurance for Tier 1‑3 support teams.
• Excellent communication skills and a strong customer‑service orientation.
• Experience generating and analyzing help‑desk performance metrics and SLAs.
• Proficiency with ITSM workflows and ticket lifecycle management.
• Ability to analyze trends and improve help‑desk performance.
• Familiarity with DoD network environments and security controls.
• Strong documentation and organizational skills.
• Ability to mentor junior technicians and ensure consistent service quality.

• Provide Tier 1‑3 end‑user support for hardware, software, and network issues.
• Log, categorize, and resolve tickets in the ITSM tool, escalating as necessary.
• Ensure Service Level Agreements (SLAs) are met or exceeded.
• Coordinate with system administrators and engineers for complex issue resolution.
• Customer Engagement & Process Improvement.
• Deliver responsive, professional customer service and clear communications.
• Identify recurring issues and recommend preventive actions or automation.
• Support knowledge‑base development and documentation updates.
• Ensure adherence to DoD security policies and 8570/8140 requirements.
• Generate performance metrics and trend reports for management review.

At NDi, we value our team and are committed to retaining top talent by offering competitive benefits and compensation packages. Our employee benefits package includes comprehensive health, dental, vision, pet, and legal insurance. Our corporate benefits include 401(k) retirement matching, paid leave, paid holidays, and health and wellness programs. In addition, we provide employer‑paid life and disability insurance, professional development, education benefits, and much more to ensure our team has the resources they need to thrive on and off the job.

As a Service‑Disabled Veteran‑Owned Small Business (SDVOSB), NDi is dedicated to hiring veterans and providing a supportive work environment that honors their service while recognizing the unique skills and experiences they bring to our organization.

NDi is an Equal Opportunity Employer. We are committed to creating a diverse environment and are proud to be an equal‑opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran or military status, citizenship, national origin, or any other basis prohibited by law in all phases of the employment process and compliance with applicable federal, state, and local laws and regulations.

As a federal government contractor, NDi complies with all applicable affirmative action requirements.

Take advantage of this unique opportunity to join one of the fastest‑growing companies in Federal contracting!