Senior Help Desk Specialist

Title: Senior Help Desk Specialist

Location: VA-Dahlgren

SMX is looking for a highly motivated Senior Help Desk Specialist to join our team in support of Naval Surface Warfare Center Dahlgren Division (NSWCDD) in Dahlgren, VA. The Senior Help Desk Specialist will provide advanced technical support within the help desk team at NSWCDD. This role involves diagnosing and resolving complex technical issues, mentoring junior staff, and ensuring high levels of customer satisfaction.

This position will be hybrid with the onsite work location in Dahlgren, VA.

Essential Duties & Responsibilities

• Provide troubleshooting and resolution for complex hardware, software, and network issues
• Respond to and resolve customer inquiries in a timely and professional manner
• Guide and support other help desk staff, providing training and knowledge sharing
• Maintain accurate and detailed records of support requests, resolutions, and follow-up actions
• Assist in the installation, configuration, and maintenance of IT systems and equipment in support of the NSWCDD customer
• Identify areas for improvement for help desk processes and procedures
• Resolve escalated issues and coordinate with other IT teams or external vendors as necessary

Required Skills & Experience 

• Clearance Required: Secret
  • Must be able to obtain and maintain Top Secret
• Bachelor's degree in computer science, Information Technology, or a related field
• Minimum of 6 years of professional experience in Industry, Federal or DoD Help Desk Support
• Experienced in using a help desk tool such as ServiceNow
• Strong knowledge of troubleshooting computer hardware, software, and networks
• Strong problem solving and analytical skills
• Effective communication and interpersonal skills
• Ability to work independently and as part of a team
• IAT III or higher certification

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The SMX salary determination process takes into account a number of factors, including but not limited to, geographic location, Federal Government contract labor categories, relevant prior work experience, specific skills, education and certifications. At SMX, one of our Core Values is to Invest in Our People so we offer a competitive mix of compensation, learning & development opportunities, and benefits. Some key components of our robust benefits include health insurance, paid leave, and retirement.

The proposed salary for this position is:

$87,600—$146,000 USD

At SMX®, we are a team of technical and domain experts dedicated to enabling your mission. From priority national security initiatives for the DoD to highly assured and compliant solutions for healthcare, we understand that digital transformation is key to your future success.

We share your vision for the future and strive to accelerate your impact on the world. We bring both cutting edge technology and an expansive view of what’s possible to every engagement. Our delivery model and unique approaches harness our deep technical and domain knowledge, providing forward-looking insights and practical solutions to power secure mission acceleration.

SMX is an Equal Opportunity employer including disabilities and veterans.

Selected applicant may be subject to a background investigation and/or education verification.

nd/or education verification.