Senior Customer Technical Support Specialist

3 days ago


Dahlgren, Virginia, United States Enhanced Veterans Solutions, Inc. (EVS) Full time

Description
EVS seeks a Senior Customer Technical Support Specialist (eCRAFT: Operations Support III – OS3) to provide advanced Help Desk and customer support services across NSWCDD networks. The position will support IT service continuity, user satisfaction, and technical problem resolution.

Responsibilities

  • Provide Tier II/III troubleshooting using tools such as BMC Remedy or ServiceNow.
  • Manage service tickets, document resolutions, and ensure compliance with SLAs.
  • Escalate complex issues and collaborate with network/system teams for resolution.

Work is **non-remote** and will be performed **on-site** at the Naval Surface Warfare Center, Dahlgren Division (NSWCDD), Dahlgren, VA
Employment will begin **upon contract award**
Requirements

  • Six (6) years of professional experience in DoD or Federal Help Desk environments.
  • Experience using ITSM tools (Remedy, ServiceNow) and troubleshooting enterprise IT issues.
  • **Certification Required:** IAT III (CASP+, CCNP Security, CISA, GCED, or GCIH).
  • **Clearance Required:** SECRET (T3).


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