Benefits:
401(k)
401(k) matching
Competitive salary
Health insurance
Paid time off
Training & development
Tuition assistance
Vision insurance
Role: Sr. Customer Technical Support Specialist (Help Desk)
About Rigil
Rigil is an award-winning strategy, technology, and products company committed to making life better for every individual and community we support. Founded in 2005 as a woman-owned business, on the premise: There is always a better way. A better way to serve customers, develop solutions, and foster a balanced working community. We value teamwork and strive to build strong leaders.
Location: Dahlgren, Virginia 22448 Job Type: Full-Time
Clearance: Top Secret Clearance
Job Description:
Provides end-to-end, full-lifecycle endpoint support for IT assets, including troubleshooting, configuration, deployment, imaging, upgrades, and maintenance for desktops, laptops, printers, mobile devices, and virtual environments.
Maintains a centralized patch and update repository for all supported operating systems, third-party, and vendor software, ensuring monthly and ad hoc updates and secure media creation for offline assets.
Performs hardware and software configuration, IMACs, and technology refreshes using Government-approved baselines and imaging utilities, with a target of replacing at least 20% of assets annually.
Operates and manages a Unified IT Helpdesk to deliver incident, problem, and service request management, event monitoring, knowledge management, and customer communication consistent with SLA/XLA targets.
Collects and reports ITSM metrics (e.g., incidents, trends, customer sentiment, and service performance) through Government-provided tools while continually improving efficiency and customer IT experience.
Supports digital signage lifecycle management, including design, installation, content management, and maintenance to ensure operational displays and timely Government communications.
Minimum Qualifications:
Bachelor’s level degree.
7 years professional experience in operations support.
Six (6) years of professional experience in Industry, Federal or DoD Help Desk Support using a help desk tool such as BMC’s Remedy or ServiceNow.
This position is required to be designated as IAT III level with a T3.