Customer Technical Support Specialist (Help Desk)
About The Position
Bowhead is seeking a Customer Technical Support Specialist (Help Desk) in Dahlgren, Virginia, to provide customer support and technical assistance to designated users of the Corporate Research, Development, Test and Evaluation (RDT&E) Network. The role provides on-site desktop support as needed, phone-based help desk support, and assistance with user access and network connectivity. The specialist uses the Remedy System or the current ticketing system to assign and track trouble calls, helps maintain the User Assistance mailbox, and participates in developing and maintaining Standard Operating Procedures for User Assistance activities. Familiarity with Video Teleconferencing is a plus. The position requires a high school diploma, with a bachelor's degree highly desired, and two to five years of experience. The candidate must meet DoD 8570 Information Assurance Technical Level II certification requirements at hire and must be able to obtain a Secret-level security clearance. U.S. citizenship is required for the contract. The targeted annual salary range is $55,000 to $65,000, based on qualifications and experience.
Requirements
- High school diploma required.
- Two to five years of experience.
- Ability to communicate verbally with the user community effectively and efficiently.
- Familiarity with Department of Defense networking and security accreditation requirements.
- Knowledge of installing, maintaining, and administering computer systems in a LAN/WAN environment.
- Must meet DoD 8570 Information Assurance Technical Level II certification requirements at the time of hire.
- Ability to communicate effectively with all levels of employees and outside contacts.
- Must be able to obtain a Secret-level security clearance.
- U.S. citizenship is required for the contract.
- Must be able to lift 10–15 pounds or more, stand and walk for prolonged periods, and periodically twist, bend, and squat.
Nice To Haves
- Bachelor's degree highly desired.
- Knowledge of Video Teleconferencing is a plus.
Responsibilities
- Provide on-site desktop support as needed and general help desk support for User Assistance.
- Provide phone support to resolve user issues involving RDT&E connectivity and RDT&E Active Directory domain account user management.
- Assist with assigning IP addresses and maintaining those addresses in the IPA Database.
- Use the Remedy System or current ticketing system to assign and track trouble calls, as appropriate.
- Assist with maintaining and monitoring the User Assistance mailbox to ensure users receive timely responses to assistance requests.
- Participate in developing and maintaining Standard Operating Procedures covering User Assistance activities.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
