Helpdesk Support Specialist

Job Title: CSR Engineer

Job Description

Join our team as a Customer Success Representative located in Fort Belvoir, VA, where you will play a crucial role in developing and maintaining our client's licensing and software experience. This position requires ensuring that software, devices, and products are functioning correctly online.

Responsibilities

• Conduct a panel interview to assess candidates.
• Develop and maintain a comprehensive licensing and software experience for classified environments.
• Ensure that software, devices, and products function correctly over the internet.
• Track requests from inception to completion using JIRA, with ServiceNow as a backup.
• Provide white-glove customer service to ensure client satisfaction.
• Conduct weekly and monthly data tracking to close out tickets efficiently.
• Participate in weekly one-on-one meetings and quarterly meetings with colleagues.

Essential Skills

• Proficiency with Cisco products and JIRA for tracking and documentation.
• Experience with Tier 1, Tier 2, and Tier 3 Support (60%, 30%, 10% breakdown).
• Understanding of licensing for our client or similar competitors.
• Help desk experience with a focus on customer service and a positive attitude.
• Experience with ticketing systems and processes.

Additional Skills & Qualifications

• Bachelor's degree in a relevant field.
• Five years of experience preferred, though candidates with growth potential or relevant military experience are encouraged to apply.
• Understanding of routers, switches, networking, and licensing.
• Background in Salesforce or ServiceNow for enhanced customer experience.
• DevOps, scripting, or programming experience is a plus, though not required.

Work Environment

This position is onsite in Fort Belvoir, VA, located south of Washington, D.C., and Alexandria, VA. The work culture is hands-on and friendly, with regular one-on-one interactions, soft skill training, and opportunities for professional development. The work hours are typically 8-5pm EST, with some flexibility. The team enjoys quarterly meetings with food and drink, holiday celebrations, and a supportive environment.

This is a Contract position based out of Fort Belvoir, VA.

The pay range for this position is $40.00 - $50.00/hr.

Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following: • Medical, dental & vision • Critical Illness, Accident, and Hospital • 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available • Life Insurance (Voluntary Life & AD&D for the employee and dependents) • Short and long-term disability • Health Spending Account (HSA) • Transportation benefits • Employee Assistance Program • Time Off/Leave (PTO, Vacation or Sick Leave)

This is a fully onsite position in Fort Belvoir,VA.

This position is anticipated to close on Dec 23, 2025.

About Actalent

Actalent is a global leader in engineering and sciences services and talent solutions. We help visionary companies advance their engineering and science initiatives through access to specialized experts who drive scale, innovation and speed to market. With a network of almost 30,000 consultants and more than 4,500 clients across the U.S., Canada, Asia and Europe, Actalent serves many of the Fortune 500.

The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

If you would like to request a reasonable accommodation, such as the modification or adjustment of the job application process or interviewing due to a disability, please email actalentaccommodation@actalentservices.com for other accommodation options.

Salary : $40 - $50