Customer Support Technical Support Specialist (Help Desk) - Navy - Secret Required

Remote
Full Time
Navy - ITSM
Experienced
cFocus Software seeks a Customer Technical Support Specialist (Help Desk) to join our program supporting the Department of Defense (DoD). This position is remote. This position requires the ability to obtain a Secret clearance.

Qualifications:
  • Two (2) years of professional experience in Industry, Federal or DoD Help Desk Support using a help desk tool such as BMC’s Remedy and ServiceNow.
  • Active DoD IAT Level II certification
Duties:
 
  • Respond to and resolve escalated service requests and incidents in accordance with established Service Level Agreements (SLAs).
  • Diagnose, troubleshoot, and resolve complex hardware, software, and network connectivity issues.
  • Manage and document service tickets using approved help desk and incident management systems.
  • Provide expert guidance to junior help desk staff and assist in training and mentoring activities.
  • Ensure compliance with cybersecurity and information assurance policies during troubleshooting and system maintenance activities.
  • Perform remote and onsite support for end users, including system configuration, installation, and updates.
  • Collaborate with system administrators, network engineers, and cybersecurity teams to address recurring or systemic issues.
  • Monitor and track issue resolution progress to ensure prompt and accurate closure of support tickets.
  • Prepare and deliver reports on service performance metrics, common incidents, and improvement recommendations.
  • Contribute to knowledge base documentation and update standard operating procedures (SOPs).
  • Support IT asset management, inventory tracking, and lifecycle replacement processes.





 
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