Customer Tech Support Specialist (Help Desk)

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.

Role and Responsibilities

• 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 asBMC Remedy or ServiceNow.

• 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-basearticles, troubleshooting procedures, and continuous improvement of Help Desk operations.

Requirements

• 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, ServiceNow, 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.

• Strongcustomer-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.

Desired Qualifications:

• Bachelor’s degree in Information Technology, Computer Science, Information Systems, Cybersecurity, ora relateddiscipline.

• Three or more years of professional IT or operations-support experience, consistent with theeCRAFTOS2 labor category.

• Experience providing Help Desk support in a U.S. Navy, DoD, Federal Government, or other secure enterprise environment.

• Hands-on experience withServiceNow 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 andtroubleshooting ofend-user network connectivity.

• Experience working within incident-management, escalation, and service-level procedures.

• Current certification satisfying the applicable DoD IAT Level II requirement.

Security Requirements:

• Must be a U.S. Citizen.

• Musthave a SECRET clearance or be able to obtain one.

• Must maintain compliance with applicable IAT Level II cybersecurity workforce requirements.

What We Offer

• Competitive salaries