Customer Technical Support Specialist (Help Desk), Senior

Position Title: Customer Technical Support Specialist (Help Desk), Senior.

Location: Dahlgren, VA.

Clearance: ****This position requires an Active Secret Clearance****

This position is contingent upon contract award.

Position Summary:

Command Cyber Solutions is seeking a Customer Technical Support Specialist (Help Desk), Senior to provide advanced end-user IT support within a structured enterprise environment. This role performs complex troubleshooting, device lifecycle support, and user assistance to sustain reliable day-to-day operations. The ideal candidate brings strong technical proficiency, the ability to resolve escalated issues, and proven experience supporting mission-focused IT environments.

Essential Duties & Responsibilities:

• Provide advanced troubleshooting fur user devices, applications, and access needs.
• Support device setup, configuration, imaging, updates, and replacement activities.
• Document support actions and maintain accurate information within approved IT service tools.
• Assist users with account inquiries, data transfer needs, and service requires coordination.
• Maintain user guides, troubleshooting instructions, and technical procedures.
• Coordinate with team members and stakeholders to ensure timely and thorough issue resolution.
• Identify recurring issues and contribute recommendations to improve support processes.
• Communicate clearly and professionally with users to set expectations and guide resolution steps.

Education, Certification & Experience Requirements:

Education Required:

• Bachelor’s Degree in technical field (preferred).

Certification Required:

• Active Secret security clearance with the ability to obtain Top Secret or higher.
• IAT III certification in accordance with DoD 8570 requirements.

Experience Required:

• Six (6) years of professional experience providing technical support in Federal, DoD, or enterprise IT environments, including the use of ITSM tools such as BMC Remedy or ServiceNow.

Knowledge, Skills & Abilities:

Knowledge:

• Knowledge of enterprise troubleshooting methods demonstrated through consistent and accurate resolution of technical issues.
• Knowledge of IT service management practices shown through proper documentation, classification, and handling of support requests.

Skills:

• Skill in diagnosing and resolving technical issues evaluated through quality reviews and reduction of repeat incidents.
• Skill in clear communication demonstrated by user feedback and accurate guidance during issue resolution.

Abilities:

• Ability to manage multiple support tasks and deadlines, measurable by meeting responsiveness and quality expectations.
• Ability to follow established procedures and maintain organized support records, measurable through periodic documentation checks and adherence to workflows.

Working Conditions/Working Environment/Physical Demands:

• This position is performed in a professional environment, remote/home office setting, or on-site government facility, as required by the contract.
• Standard work schedule is Monday through Friday, during normally scheduled business hours, with occasional evening or weekend work required to meet critical deadlines.
• Work involves extensive computer and secure network use, including periods of prolonged sitting, data entry, and screen time.
• The role requires working independently with minimal supervision, while also collaborating virtually or in person with CCS teams, subcontractors, and government stakeholders.
• Occasional travel may be required for customer meetings, training, or project-related activities.

Why Join Command Cyber Solutions:

We recognize that our success begins with our people. We are dedicated to fostering a professional, collaborative, and growth-oriented environment where employees are empowered to excel and advance their careers, CCS offers opportunities to contribute to high-impact federal initiatives, supported by robust professional development programs, competitive compensation, comprehensive benefits, and flexible work arrangements. We prioritize investing in our workforce, ensuring each team member has the resources, support, and career pathways to achieve long-term success while delivering meaningful results for our clients.

Culture:

At CCS, you’ll be a part of a team that genuinely supports one another and where leadership is invested in the well-being and success of every employee. We foster a work culture where people are valued for who they are, not just what they do, and where your career goals are taken seriously. You’ll be encouraged to grow through mentorship, hands-on experience, and access to continued learning opportunities that align with your aspirations. Whether you’re looking to deepen your expertise, earn new certifications, or take on leadership roles, CCS provides the environment and support to help you get there. Leadership is approachable, collaboration is natural, and success is shared. At CCS, you’re not just joining a company; you’re joining a community committed to your growth and success.

Benefits:

We offer a comprehensive benefits package designed to support the health, financial security, and overall well-being of our employees and their families. Our offerings include medical and prescription drug plans, dental coverage, group life insurance, and options for supplemental life insurance to provide additional protection. We also provide short-term and long-term disability insurance, flexible spending accounts, and employee assistance programs to help employees manage personal and professional needs. Our package also includes identity theft protection and a competitive 401(k) retirement savings plan with company contributions, giving employees valuable resources to protect their future and achieve long-term financial goals.

Command Cyber Solutions is an equal opportunity employer. Command Cyber Solutions does not discriminate in employment opportunities or practices on the basis of race, color, religion, sex, national origin, age, disability, marital status or any other characteristic protected by law.

Potawatomi Federal Solutions is a federal government contractor who provides essential services and administrative support to Potawatomi Business Development Corporations’ family of industry-leading federal government contracting subsidiaries. We are 100% tribally owned small business of the Forest County Potawatomi Community of Wisconsin. In 2007, we launched with one mission in mind: to create a profitable tribal enterprise to allow us to invest in the health, wellness, education, environment and future of our people for generations to come. What fuels your fire? We invite you to find out by exploring our career opportunities and joining our dynamic team of innovative professionals!