Senior Service Desk Technician (Secret Cleared)

Job Summary:

We are seeking a highly skilled and experienced Senior Service Desk Technician with a strong background in Navy IT support to join our team. The ideal candidate will provide advanced technical support, troubleshoot complex issues, and ensure seamless IT operations in a dynamic and mission-critical environment. This role requires a proactive problem-solver who is customer-focused and has expertise in supporting Navy-specific IT systems and networks. Experience with Cisco or Avaya products considered a bonus.

Active Secret clearance or higher required.

• Serve as the senior point of contact for IT support issues, providing expert guidance and technical solutions to end users.
• Support and maintain Navy IT systems, including NMCI (Navy Marine Corps Intranet), NGEN (Next Generation Enterprise Network), and other Navy-specific platforms.
• Diagnose and resolve complex hardware, software, and network issues efficiently and effectively.
• Oversee the escalation process, ensuring timely resolution of high-priority incidents.
• Monitor and maintain system performance, security, and availability in accordance with Navy IT policies and procedures.
• Collaborate with cross-functional teams, including network engineers, cybersecurity specialists, and system administrators, to address and resolve technical challenges.
• Maintain and update technical documentation, standard operating procedures (SOPs), and knowledge bases.
• Train and mentor junior technicians to enhance team performance and knowledge-sharing.
• Assist with the implementation of new technologies and system upgrades to improve service delivery.
• Ensure compliance with DoD (Department of Defense) and Navy IT security standards and guidelines.