Senior Customer Technical Support Specialist (Help Desk)

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).

Equal employment opportunity, including veterans and individuals with disabilities.

PI279279110

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