Customer Technical Support Engineer, Staff

Phacil   •  

Falls Church, VA

Industry: Software


Less than 5 years

Posted 336 days ago

This job is no longer available.


Looking for a rewarding and challenging career with a dynamic, growing organization?  Phacil is your answer. We have an immediate need for a Help Desk Specialist to support an important government customer in Falls Church, Virginia.


Clearance Level: TS/SCI


Daily Job Responsibilities:

  1. Responsible for responding, prioritizing, and coordinating resolution of service requests residing on DSS networks (NIPR/SIPR/JWICS/BICES/Insider Threat-Internal).

  2. Provide remote support as well as onsite support for customers at the RKB, the Center for Development of Security Excellence (CDSE), regional and local field offices, other remote locations, and Very Important Persons (VIPs) as necessary.

  3. Interface for all service requests related to DSS’ IT environment and mission applications.

  4. Provide Operations & Maintenance (O&M) support of the SD.

  5. Provide timely acknowledgement of service requests, problem identification, root cause analysis, escalation, resolution, and closure for all service requests. Response to service requests shall be based on the DSS prioritization level and SLAs identified by the Government.

  6. Ensure customer satisfaction benchmarks and current metrics are tracked and made transparent via a shared portal (i.e., IOD).

  7. Provide a status on service requests for users (i.e., via an automated self-accessible portal or through direct follow-up communication).

  8. Provide end-user account administration services (add/change/remove).

  9. Provide deskside support to resolve customer service requests.


Required Skills:

Minimum of 2 – 4years of experience as a technician performing IT Service Desk requirements.


Preferred Skills:

Experiencesupporting VIP and Senior Government Executive customers with information technology requirements.


Degree Required/Equivalent Experience w/o degree:

Bachelor's with 2 - 4years of experience or a Master's with 0-2years of experience


Certification Requirements:

Meet or exceed DoD 8570.1 requirements as follows:  Information Assurance Technical (IAT) Level II which consists of either: Security+ CE, GSEC, or SSCP.


Travel Requirement: A minimum of 5% travel is required on the contract.