Senior Helpdesk Specialist, TS/SCI IT Support & DOD Contract
Overview
Own IT Service Desk support for large-scale migration and operations on a DOD contract at DTRA ITD Fort Belvoir. Lead troubleshooting, incident management, and customer service for classified and unclassified environments with active TS/SCI clearance. Collaborate with a cross-functional team within a premier technology firm focused on defense and national security. This role emphasizes governance through ITSM ITIL and knowledge base development and offers strong growth, benefits, and professional development opportunities.
What You'll Do10
- 1Build and resolve incidents and service requests via deskside or remote support ensuring timely restoration and minimal impact
- 2Design and communicate service degradation or outage status to customers and coordinate resolution actions
- 3Own ticket documentation and ensure alignment with AQL SLA commitments using Remedy or Service Now
- 4Ship, coordinate, or develop Knowledge Base Articles to prevent recurrence and accelerate resolutions
- 5Debug complex issues to identify root causes and implement fixes or workarounds
- 6Lead onboarding for new employees including ADPE setup and access provisioning for required systems
- 7Drive adherence to ITSM ITIL processes and maintain high quality service delivery
- 8Mentor junior team members and share best practices for incident management and customer service
- 9Scale support for large migrations and IT operations sustaining performance in CONUS and OCONUS locations
- 10Collaborate with security and IT teams to ensure cybersecurity defenses and compliant data handling
Requirements8
- 1Bachelor's Degree with 8+ years of relevant experience or Master's Degree with 6-10 years of experience
- 2Active DOD TS/SCI clearance
- 3Current 8140 (Previously 8570) IAT Level II certification (SEC+ or equivalent)
- 4Two to four years of IT ticketing system experience and one year of remote desk takeover tools
- 5Experience meeting service level goals and targets
- 6Systems or network administration experience in Windows Server and/or Cisco environments
- 7Familiarity with automated call distribution systems
- 8Certification in a process-based platform such as ITIL HDI COBIT Lean Six Sigma or equivalent
Salary Insight
$55 - $78k per year
Location
Required Skills
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