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Cape Fox Federal Contracting Group · 1 month ago

Senior Customer Technical Support Specialist

Dahlgren - NSWC - Dahlgren, VA 22448 US (Primary)

Full-time

Onsite

Senior Level

$160K/yr - $197K/yr

6+ years exp

Cape Fox Federal Contracting Group is seeking a highly organized and motivated Senior Customer Technical Support Specialist to join their team in support of a federal government client. The successful candidate will play a critical role in ensuring reliable IT service delivery and customer satisfaction by providing responsive, solutions-focused support in a dynamic, fast-paced environment.

ConstructionConsultingCyber SecurityHealth CareInformation TechnologyManagement ConsultingProfessional ServicesProject ManagementTraining

No H1B

Security Clearance Required

U.S. Citizen Only

Responsibilities

Operate, manage, and maintain the Unified Helpdesk as the single point of contact for all user IT service requests, incident reports, and support needs

Ensure Helpdesk operations meet or exceed Service Level Agreements (SLAs) and Experience Level Agreements (XLAs) established by the Government

Oversee all Helpdesk processes, including incident management and resolution, problem management and resolution, service request management and fulfillment, monitoring and event management, customer relationship management, knowledge management, and continual improvement

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

Maintain ITSM tool records, ensuring accurate capture, routing, tracking, closing, and reporting of all service requests and incidents

Record and analyze Helpdesk metrics, including incident trends, open and closed tickets, severity levels, and customer sentiment, and provide reports to Government stakeholders

Communicate proactively with customers, providing timely updates on ticket status, service outages, and incident resolutions

Manage multiple communication channels (phone, email, ticket system, chat, etc.), ensuring secure, accessible, and compliant Helpdesk interfaces for users

Escalate incidents or service requests outside the Helpdesk’s scope to the appropriate technical or support teams for resolution

Collect and act on user feedback to measure customer satisfaction and drive continual service improvement

Coordinate on-site support by contacting customers in advance to schedule visits and gather additional diagnostic information

Provide end-user assistance and training, helping users effectively operate IT systems and tools while promoting a positive IT experience

Respond to and manage Mission Assurance Decision Support System (MADSS) trouble calls to ensure mission readiness

Implement and improve ITSM processes consistent with ITIL, DESMF, Scrum, Agile, and DevSecOps frameworks

Collaborate with the Government to enhance system access management, ITSM tool functionality, and data accuracy

Support optional extended hours Helpdesk operations as required to maintain continuous service availability

Provide lifecycle support for digital signage systems, including design, installation, content management, and ongoing maintenance of Government displays

Contribute to continuous improvement initiatives by identifying and implementing efficiency and customer experience enhancements across Helpdesk services