13 days old

Sr Spec, IT Customer Services

Sterling, VA 20164

Job Title: Senior Specialist, IT Customer Services

Job Code: SAS20201304-44336

Job Location:Dulles, VA 

Job Description: 

The Senior Specialist, IT Customer Services will lead a small service desk call center in support of a U.S. Department of Defense program. Exhibits an understanding of business and engineering application configurations and integration with the end user communications devices.  Responsible for the installation, repair, configuration and technical support of custom and COTS wireless field devices, back-end systems and software. Provides technical support for web and client-based applications, SATCOM communications devices and services. Troubleshoots core service components, access, configuration and operational use cases.

Monitors, provides data analytics and reports on system monitoring performance. Provides tracking of status and outcomes for Government technical support inquiries, service interruption/degradation incidents, scheduled and unscheduled maintenance. Maintains records on maintenance, repairs, down time, changes and updates.

Essential Functions:

  • Provides technical support by phone and email to troubleshoot software and hardware failures utilizing remote management tools to access local and remote government systems.
  • Maintains and updates incident records in tracking databases and provides timely resolution of problems or escalation on behalf of end users to appropriate next level of technical support personnel within Program organization.
  • Able to provide high level summary and detailed account of problem description and troubleshooting steps.
  • Enters validated issues and failures into JIRA.
  • Installs, configures and maintains environments used for system monitoring, upgrades, configuration and repairs.
  • Attends program meetings as requested.
  • Provides weekly and monthly service desk and performance reporting.
  • Oversees and administers service desk application to ensure aging tickets are prioritized and assigned. Provide minor service desk application customizations of drop-down lists, forms and reports.
  • Enter corporate IT service requests when service desk or phones are not accessible and follow to resolution. Maintain and create new service email accounts as needed to support new services, programs or business activities routed through and supported by the call center/service desk.
  • Direct contributor to monthly and annual program deliverables to include reports, field tool software sustainment and support plans.
  • Maintains security posture to protect customer data, PII and restrict access and information except to authorized users.
  • Creates and maintains troubleshooting steps, standard response/solutions and desktop procedures for internal support team; FAQs, best practices, service and product bulletins to end users.
  • May provide end-user in-person or web-based training.
  • Occasional travel for customer meetings, training or on-site support.


    • Bachelor’s Degree and a minimum of 6 years of prior related experience.
    • Or, Graduate Degree and a minimum of 4 years of prior related experience.
    • Experience related to service desk or call center supervision or application administration
    • Minimum of 2 years of recent prior experience using or supporting SATCOM devices and services in either commercial or DoD capacity.
    • 2 or more years’ experience as a privileged user or administrator of service desk or issue tracking software application.
    • CompTIA Security+ or comparable IA security training and certification completion within the past year.
    • Active DoD Secret clearance or higher.

      Preferred Additional Skills:

      • Experience with Atlassian toolset JIRA desired.
      • Understanding of Iridium Satellite services Short Burst Data (SBD) or Distributed Tactical Communications System (DTCS), use cases and operational concepts.
      • 2 or more years’ experience with a configuration management tool such as PDM or Windchill.
      • Proficient with Microsoft products, including Excel, Word, Visio, Power Point.
      • Assertive with good oral and written communication skills.
      • Able to work independently and adjust to changing priorities.


Posted: 2020-05-18 Expires: 2020-06-17

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Sr Spec, IT Customer Services

Sterling, VA 20164

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