What are the responsibilities and job description for the Sr. Customer Support Technical Support Specialist (Help Desk) - Navy - Secret Required position at cFocus Software Incorporated?
cFocus Software seeks a Sr. Customer Support Technical Support Specialist (Help Desk) to join our program supporting the Department of Defense (DoD). This position is remote. This position requires the ability to obtain a Secret clearance.
Qualifications:
Qualifications:
- Six (6) years of professional experience in Industry, Federal or DoD Help Desk Support using a help desk tool such as BMC’s Remedy or ServiceNow
- Active DoD IAT Level III certification
- Serve as the senior-level technical support specialist providing Tier II/III support to users across the enterprise.
- Respond to and resolve escalated service requests and incidents in accordance with established Service Level Agreements (SLAs).
- Diagnose, troubleshoot, and resolve complex hardware, software, and network connectivity issues.
- Manage and document service tickets using approved help desk and incident management systems.
- Provide expert guidance to junior help desk staff and assist in training and mentoring activities.
- Ensure compliance with cybersecurity and information assurance policies during troubleshooting and system maintenance activities.
- Perform remote and onsite support for end users, including system configuration, installation, and updates.
- Collaborate with system administrators, network engineers, and cybersecurity teams to address recurring or systemic issues.
- Monitor and track issue resolution progress to ensure prompt and accurate closure of support tickets.
- Prepare and deliver reports on service performance metrics, common incidents, and improvement recommendations.
- Contribute to knowledge base documentation and update standard operating procedures (SOPs).
- Support IT asset management, inventory tracking, and lifecycle replacement processes.
