Sr. Customer Support Technical Support Specialist (Help Desk) - Navy - Secret Re

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: • 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 Duties: • 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. Apply tot his job Apply To this Job