> Markdown version of [/jobs/ext/2292552-customer-tech-support-specialist-help-desk](https://www.wearedevelopers.com/jobs/ext/2292552-customer-tech-support-specialist-help-desk). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Customer Tech Support Specialist (Help Desk) - **Company:** ASTRION, INC. - **Location:** Dahlgren, VA, United States - **Experience:** Experienced - **Salary:** $57,000.0 - $61,200.0 - **Contract:** Permanent contract - **Skills:** Active Directory, Software Applications, Cyber Security, Information Systems, Issue Tracking Systems, Network Connections, Transmission Control Protocol (TCP), Office365, SC Clearance, Information Technology, Servicenow, User Accounts - **Published:** August 29, 2026 - **Apply:** https://www.clearancejobs.com/jobs/9123727/customer-tech-support-specialist-help-desk ## About the Role * Two (2) years of professional experience in Industry, Federal, or Department of Defense Help Desk Support. * Experience using an enterprise Help Desk/ticketing tool such as BMC Remedy, ServiceNow, or a comparable platform. * Experience troubleshooting common end-user IT issues involving workstations, software applications, user accounts, peripheral devices, and network connectivity. * Ability to document incidents, troubleshooting actions, and resolutions accurately and consistently. * Strong customer-service, communication, troubleshooting, and problem-solving skills. * Ability to work effectively with end users and coordinate with higher-tier technical support personnel. * Must meet Information Assurance Technician (IAT) Level II requirements. * Must meet the position's required T3 investigation requirements. Desired Qualifications: * Bachelor's degree in Information Technology, Computer Science, Information Systems, Cybersecurity, or a related discipline. * Three or more years of professional IT or operations-support experience, consistent with the eCRAFT OS2 labor category. * Experience providing Help Desk support in a U.S. Navy, DoD, Federal Government, or other secure enterprise environment. * Hands-on experience with ServiceNow and/or BMC Remedy . * Experience supporting Microsoft Windows environments and Microsoft 365 applications. * Familiarity with Active Directory, account management, password resets, permissions, and user-access troubleshooting. * Knowledge of basic TCP/IP networking and troubleshooting of end-user network connectivity. * Experience working within incident-management, escalation, and service-level procedures. * Current certification satisfying the applicable DoD IAT Level II requirement. Security Requirements: * Must be a U.S. Citizen. * Must have a SECRET clearance or be able to obtain one. * Must maintain compliance with applicable IAT Level II cybersecurity workforce requirements. ## Description Astrion has a contingent opening for a Customer Technical Support Specialist (Help Desk) supporting U.S. Navy enterprise information technology operations. This position provides frontline technical assistance to users, resolves common hardware, software, account, and network-access issues, and ensures incidents and service requests are accurately documented and tracked through resolution. Role and Responsibilities * Provide Help Desk support to end users experiencing hardware, software, network connectivity, account access, and application-related issues. * Receive, document, track, prioritize, and resolve incidents and service requests using an enterprise Help Desk/ticketing system such as BMC Remedy or ServiceNow . * Perform initial troubleshooting and problem diagnosis and resolve issues within established Help Desk procedures and service levels. * Escalate complex technical issues to systems administrators, network engineers, cybersecurity personnel, or other appropriate technical teams. * Maintain accurate ticket documentation, including user information, troubleshooting actions, resolutions, and escalation status. * Assist users with account access, password resets, workstation issues, standard software applications, peripheral devices, and other common IT support requirements. * Follow established procedures for incident management, service requests, cybersecurity, account management, and protection of Government information. * Communicate technical information clearly and professionally to users with varying levels of technical expertise. * Monitor assigned tickets through closure and provide status updates to users and technical stakeholders as appropriate. * Identify recurring technical issues and contribute to knowledge-base articles, troubleshooting procedures, and continuous improvement of Help Desk operations. ## Related Videos - [Applying Agile Principles to Incident Management ](https://www.wearedevelopers.com/videos/101-applying-agile-principles-to-incident-management) - [What makes Cybersecurity different for critical infrastructure?](https://www.wearedevelopers.com/videos/571-what-makes-cybersecurity-different-for-critical-infrastructure) - [Crew Management System for Airlines: Plan duties for pilots & flight attendants worldwide](https://www.wearedevelopers.com/videos/1444-crew-management-system-for-airlines-plan-duties-for-pilots-flight-attendants-worldwide) - [AI in Production: applied AI & enterprise use cases](https://www.wearedevelopers.com/videos/100130-ai-in-production-applied-ai-enterprise-use-cases) - [Robots are coming into the wild! Full-Stack Robotics Engineers, be ready!](https://www.wearedevelopers.com/videos/479-robots-are-coming-into-the-wild-full-stack-robotics-engineers-be-ready) - [Security Pitfalls for Software Engineers](https://www.wearedevelopers.com/videos/726-security-pitfalls-for-software-engineers) ## Related Articles - [Best Paying Jobs in Technology](https://www.wearedevelopers.com/magazine/256-best-paying-jobs-in-technology) - [Dev Digest 134 - Where pixels sing?](https://www.wearedevelopers.com/magazine/477-dev-digest-134-where-pixels-sing) - [A Guide to Green Tech and Green IT Careers](https://www.wearedevelopers.com/magazine/374-a-guide-to-green-tech-and-green-it-careers) - [Quick guide: How to write a Software Developer CV](https://www.wearedevelopers.com/magazine/37-quick-guide-how-to-write-a-software-developer-cv) - [How We Built a Worry-Free System That Runs for 10+ Years – And What We’d Do Again](https://www.wearedevelopers.com/magazine/751-how-we-built-a-worry-free-system-that-runs-for-10-years-and-what-we-d-do-again) - [Is Software Engineering Over-Saturated?](https://www.wearedevelopers.com/magazine/418-is-software-engineering-over-saturated)