Senior Customer Technical Support Specialist (Help Desk)

Description

Enhanced Veterans Soultions, Inc. (EVS) is seeking a skilled and motivated Senior Customer Technical Support Specialist (Help Desk) to join our proposal effort* supporting the Corporate Research, Development, Test, and Evaluation (RDT&E) Network in Dahlgren, VA.  You will provide Operations Support: daily program management and analytical support to senior leaders, including event coordination, transformation efforts (e.g., gap analysis, stakeholder interviews), and response management for technical and credentialing guidance. Should have experience in a hands-on, customer-focused role where your technical know-how and problem-solving skills, and management skills will directly impact mission-critical systems supporting the Department of Defense.

Lead a team that will:

• Provide on-site desktop support and remote help desk services to RDT&E network users.
• Deliver phone-based technical assistance, troubleshooting connectivity issues and managing Active Directory user accounts.
• Manage and maintain IP addresses and update the IPA database as needed.
• Use the Remedy ticketing system (or current platform) to track, assign, and resolve trouble calls.
• Monitor and respond to requests in the User Assistance mailbox, ensuring timely resolution and communication.
• Contribute to the development and upkeep of Standard Operating Procedures (SOPs) for all help desk operations.
• Provide basic video teleconferencing (VTC) support—experience with VTC systems is a plus.

*This position is contingent upon the award of the contract. The anticipated start date and scope of work will be determined based on the outcome of the interview process and the details of the awarded contract.

Requirements

• Education: Bachelor’s Degree
• Experience: 6 years in Industry, Federal, or DoD Help Desk Support experience
• Certifications: Must meet DoD 8570 IAT Level III certification requirements at time of hire (e.g. CASP+, CCNP, CISA, CISSP, etc.)

Skills: 

• Strong verbal communication skills for direct interaction with end-users
• Proficiency with LAN/WAN environments, desktop system administration, and DoD networking protocols
• Familiarity with security accreditation requirements for DoD systems  

Clearance Requirement:

• Active Top-Secret level security clearance
• **U.S. Citizenship is required