Senior Customer Technical Support Specialist

Summary: 
 
Delaware Nation Industries (DNI) is seeking a Senior Customer Technical Support Specialist to support the NAVSEA mission at Dam Neck Annex. This program provides full-spectrum Information Technology (IT), Cybersecurity, and Information Management Support to the Naval Surface Warfare Center Dahlgren Division (NSWCDD). This team delivers expert services in cybersecurity, data analytics, enterprise architecture, and systems administration. It ensures secure, efficient, and modern digital operations that support Navy mission readiness and IT transformation objectives. 

Responsibilities: 

• Provide Tier II/III technical support using platforms such as BMC Remedy and ServiceNow. 

• Troubleshoot and resolve complex IT incidents and service requests. 

• Document issues and resolutions in accordance with ITIL best practices. 

• Assist in onboarding, account creation, and user access management. 

• Coordinate with system administrators and network teams to resolve escalated issues. 

• Develop user guides and conduct basic training sessions for end-users. 

• Support IT asset tracking, updates, and configuration management. 

• DoD Secret Security Clearance required. 

• Six (6) years of professional experience in Help Desk operations within DoD or Federal environments. 

• IAT III certification (e.g., CASP+, CISSP, or CISA). 

• Proficiency with ServiceNow or BMC Remedy ticketing systems. 

• Strong customer service and communication skills. 

Other Duties: 

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.