Customer Technical Support Specialist (RTDE)

UIC Alaska•Dahlgren, VA

About The Position

Bowhead seeks a Customer Technical Support Specialist to provide customer support and technical assistance to users supporting a Research, Development, Test and Evaluation Program at the Naval Surface Warfare Center Dahlgren Division (NSWCDD) in Dahlgren, Virginia. The position supports users and secure systems in the JWICS environment, including troubleshooting, service-request management, equipment coordination, asset tracking, and security awareness. The role requires the ability to maintain a Top Secret security clearance and obtain Sensitive Compartmented Information (SCI). U.S. citizenship is required for Top Secret/SCI clearance at this location. The targeted salary range is $70,000 to $75,000 annually, based on qualifications and experience. Salary information is a general guideline; Bowhead considers factors including position scope and responsibilities, experience, education and training, skills, internal peer equity, and market and business considerations when making an offer.

Requirements

Two to three years of professional experience.
High school diploma required; a BA/BS degree is preferred.
Troubleshooting ability and strong analytical and problem-solving skills.
Ability to multitask and assist others in resolving IT-related issues.
Understanding of Microsoft-supported Windows operating systems.
Familiarity with Department of Defense networking and security accreditation processes and procedures.
Working knowledge of Windows Active Directory.
Ability to maintain a Top Secret security clearance and obtain Sensitive Compartmented Information (SCI).
U.S. citizenship, required for Top Secret/SCI clearance at this location.
Ability to lift up to 25 pounds, stand and walk for prolonged amounts of time, and twist, bend, and squat periodically.

Nice To Haves

Preferred knowledge of installing, maintaining, and administering computer systems in a LAN/WAN environment.
Understanding of Linux operating systems is desirable but not required.
Strong written and oral communication skills and ability to work in a team environment are strongly desired.
Preferred candidates should meet DoD Directive 8570/8140 Information Assurance Technical Level II certification requirements, with certifications such as Security+ce, GSEC, SSCP, or CCNA Security.

Responsibilities

Assist users with Active Directory account creation requests, password resets, and token/PKI credential troubleshooting in the JWICS environment.
Perform initial troubleshooting of hardware, peripherals such as monitors and secure KVM switches, and software connectivity issues before escalating.
Accurately log user inquiries, incidents, and service requests in the designated IT Service Management tool, ServiceNow.
Provide desktop support for standard desktop applications, email configuration, and mapping secure network drives or printers.
Escalate unresolved local issues to ONI Hopper or DIA service desks, providing diagnostic logs and user details.
Track and monitor escalated tickets and provide users with regular updates about estimated resolution times.
Disseminate ONI Hopper/DIA updates to the local Dahlgren workforce during enterprise outages.
Coordinate with ONI Hopper logisticians and local command authorities on repair, return, or replacement of defective secure terminal equipment.
Ensure users follow acceptable use policies and physical security standards for secure terminals.
Assist in tracking and auditing local JWICS hardware assets for accountability and alignment with ONI/DIA records.
Immediately report suspected security anomalies, unauthorized access attempts, or hardware tampering to local security officers and ONI/DIA network defense teams.
Provide new users with basic orientation on equipment operation and procedures for requesting support.
Perform other duties as assigned.