TRUE, LLC
  • Dahlgren, VA, USA
  • Full Time

True Information Assurance (TRUE) is seeking a Service Desk Specialist supporting the Naval District Washington (NDW) N61 (Network and Infrastructure) in Dahlgren, VA.

Clearance: Active DoD Secret Clearance required.

Essential Duties and Responsibilities:

The Service Desk Specialist's technical responsibilities will include, but are not limited to:

Tier 1 and Tier 2 systems engineering support for Shore Sensor Platform (3SP), Enterprise Land Mobile Radio (eLMR), Intrusion Detection, and Virtual Perimeter Monitoring Systems (VPMS) including:

  • Tier 1
    • Serving as point of contact for receipt of incoming service and status work calls on technology platforms.
    • Evaluating requests for service of platforms and determining priority of incoming service request from customer per established Service Operating Procedures (SOPs).
    • Sorting platform service calls into work areas and geographic areas by prioritizing and monitoring for duplicate requests.
    • Generating service requests and providing customer with ongoing status of request from initiation through closeout.
    • Providing periodic reporting metrics of customer tickets and system-generated alerts/alarms to immediate supervisor.
  • Tier 2
    • Providing 3SP network support.
    • Providing hands-on eLMR site Maintenance.
    • Providing Access Control/Intrusion detection hardware support.
    • Providing VPMS hardware support.

The Service Desk Specialist's non- technical responsibilities will include:

  • Providing support related to project tracking, presentation of meeting materials, creation of graphic illustrations for submission to senior leadership.
  • Interfacing with Government and Enterprise Industrial Controls System (EICS) contractors, as required.
  • Keeping immediate supervisor advised of any abnormal delays preventing completion of service request by mandated suspense dates.
  • Developing a Weekly Activity Status Report (WAR) to document progress of assigned technical and administrative tasks.
  • Maintaining N61i interaction and escort when aboard installation,

Education:

  • Bachelor's Degree preferred, but not required.

Certificates, Licenses, and Registrations:

  • Security+

Job Skills:

  • Execute effective communication skills and maintain relationships with customers while performing work related to service requests.
  • Demonstrate knowledge of MS Office software applications including Excel, Word, and Outlook.
  • Proven self-starter and must require minimal supervision.
  • Possesses objective, quantifiable approach to problem solving of technical issues across multiple platforms.
  • Proven customer service skills.

Required Experience:

  • Previous customer service experience required.
  • Must be a U.S Citizen and be able to hold a DoD Secret Clearance.
  • Must be willing to perform regional travel throughout NDW facilities and must possess a valid, state-issued driver's license.

Desired Experience:

  • Working knowledge of work induction procedures following established SOPs and tracking requirements.
  • Ability to develop documentation, standards and instructions for service desk functions.
  • Must be willing to perform regional travel throughout NDW facilities and must possess a valid, state-issued driver's license.



The above statements are intended to describe the general nature and level of work being performed by the individual(s) assigned to this position. They are not intended to be an exhaustive list of all duties, responsibilities, and skills required. True Information Assurance, LLC reserves the right to modify, add, or remove duties and to assign other duties as necessary. In addition, where applicable and available, reasonable accommodation(s) may be made to enable individuals with disabilities to perform essential functions of this position.

True Information Assurance, LLC. is a proud Equal Opportunity Employer! All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity, sexual orientation, national origin, disability or veteran status.

TRUE, LLC
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