Senior Customer Technical Support Specialist (Help Desk)

Dahlgren, VA
Active Secret Clearance Required

 @Orchard is supporting a growing Federal contract with proven capabilities in cybersecurity. We are seeking a skilled Program Manager to be proposed as a bid-as-key for a new project supporting the Navy. This role will be based out of Dahlgren, VA and will be responsible for overseeing and managing all Help Desk activities to ensure the customer is supported. If awarded, this could be a fantastic opportunity to grow your career with a company that has built strong relationships within Defense and Intelligence. If selected, you will be asked to sign a letter of intent to join the team upon program award.

As the Senior Customer Technical Support Specialist (Help Desk), you will: 

• Operate, maintain, and provide Unified Helpdesk with all required staff to provide effective coverage and support services available to Customer community; meet evolving needs in response to changing and future requirements and optional surge support requirements.
• Oversee helpdesk staff, providing all required expertise and support to perform Helpdesk functions and activities including but not limited to:
  • Managing Helpdesk processes.
  • Incident management and resolution.
  • Problem management and resolution.
  • Service request management and fulfillment.
  • Monitoring and event management.
  • Customer relationship management.
  • Knowledge management.
  • Disseminating information regarding planned outages or incidents impacting production services.
  • Providing information to users regarding status and closure of service requests.
  • Soliciting user feedback regarding quality of service provided by Helpdesk.
  • Working with Customer to resolve system access issues.
  • Continual improvement.
  • Providing customers and other stakeholders with assistance and end-user training.
  • Resolving and managing trouble calls.
  • Improving customer IT experience.
• Maintain database of important ITSM information such as incidents, changes, user requests, assistance, and resolutions in Customer-provided ITSM Tool; use tool to provide metrics and reports to inform Customer.
• Employ multiple bidirectional channels to communicate with customers and stakeholders; complete all incident resolutions and service requests within established service and operational level agreements; enable and continually improve effective, efficient, and convenient communications between Helpdesk and users while enabling effective integration of user communications into value streams.
• Employ various sources of information including but not limited to industry best practices, customer satisfaction surveys, and humancentric IT Experience surveys and other collected experience data to implement, staff, and operate unified Help Desk as single point-of-contact that is suitable to meet needs of customers and stakeholders.
• Contact each customer prior to on-site visit to arrange for appointment and acquire additional information needed to resolve incident/problem or fulfill request; provide means to collect customer feedback.
• Collect data for efficient resolution of service requests and incidents; proactively suggest improvements for ITSM Tool.
• Manage Help Desk processes including capture, routing, tracking, closing, and reporting of service requests and reported incidents.
• Escalate Incidents or Service Requests outside scope of responsibility to appropriate work group.
• Provide digital signage life-cycle support services including design, professional installation, seamless content management, and ongoing maintenance ensuring displays are operational and provide important and timely notices and information.

Qualifications: 

• Six (6) years of professional experience in Industry, Federal, or DoD Help Desk Support using help desk tools such as BMC’s Remedy or ServiceNow.
• Must be designated as IAT III level with a T3.
• Bachelor's degree preferred. 
• Active Secret clearance