Customer Technical Support Specialist (Help Desk)

UIC Alaska • Dahlgren, VA

6d • Onsite

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 supports users with connectivity, account management, IP address assignment, and general help desk requests. It also involves tracking trouble calls, monitoring the User Assistance mailbox, and developing and maintaining standard operating procedures for User Assistance activities. Video teleconferencing knowledge is a plus.

Requirements

• High school diploma required.
• Two to five years of experience.
• Ability to communicate verbally effectively and efficiently with the user community.
• 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 this 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.

Responsibilities

• Provide on-site desktop support as needed and general help desk support for User Assistance.
• Provide phone support to resolve user issues relating to 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 timely responses to user requests.
• Participate in developing and maintaining Standard Operating Procedures (SOPs) covering User Assistance activities.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED