What are the responsibilities and job description for the Senior Customer Technical Support Specialist position at AERMOR?
Location: Dahlgren, VA
Clearance: Secret
Position Type: Full-Time
AERMOR is seeking a Senior Customer Technical Support Specialist (Help Desk) to provide advanced technical support, troubleshooting, and customer service for end users in Industry, Federal, and Department of Defense (DoD) environments. The individual will manage and resolve complex technical issues using enterprise-level help desk tools such as BMC Remedy or ServiceNow.
Responsibilities:
Clearance: Secret
Position Type: Full-Time
AERMOR is seeking a Senior Customer Technical Support Specialist (Help Desk) to provide advanced technical support, troubleshooting, and customer service for end users in Industry, Federal, and Department of Defense (DoD) environments. The individual will manage and resolve complex technical issues using enterprise-level help desk tools such as BMC Remedy or ServiceNow.
Responsibilities:
- Provide advanced help desk and technical support to end users for hardware, software, network, and account-related issues.
- Utilize enterprise help desk tools such as BMC Remedy or ServiceNow to log, track, and resolve incidents in accordance with established service level agreements (SLAs).
- Troubleshoot and resolve Tier II and Tier III technical problems across multiple systems and platforms.
- Escalate complex or unresolved issues to appropriate technical teams while maintaining clear communication with the customer.
- Develop and maintain technical documentation, knowledge base articles, and support procedures.
- Analyze recurring issues and recommend process improvements or automation opportunities to enhance help desk efficiency.
- Provide mentorship, guidance, and training to junior support specialists and technicians.
- Support configuration, deployment, and maintenance of end-user devices and software.
- Ensure all IT service management (ITSM) activities comply with DoD and organizational cybersecurity requirements.
- Maintain detailed records of support actions and contribute to incident, problem, and change management processes.
- Six (6) years of professional experience providing Help Desk support in Industry, Federal, or DoD environments.
- Hands-on experience using help desk tools such as BMC Remedy or ServiceNow.
- Must hold an Information Assurance Technical (IAT) Level III certification.
- Strong troubleshooting skills across hardware, software, and network domains.
- Ability to communicate technical information effectively to both technical and non-technical users.
- Proficiency with Windows and Linux operating systems, Microsoft 365, and common enterprise applications.
- Excellent customer service, documentation, and organizational skills.