Customer Technical Support Specialist (RTDE)
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 role supports users in the JWICS environment and includes desktop assistance, initial hardware and software troubleshooting, account and credential support, service-ticket management, and coordination with ONI Hopper and DIA service desks. The specialist also helps maintain secure-terminal accountability and physical security practices, supports users during enterprise outages, and reports suspected security incidents. The position requires the ability to maintain a Top Secret clearance and obtain Sensitive Compartmented Information (SCI); U.S. citizenship is required for clearance at this location.
Requirements
- Two to three years of professional experience.
- High school diploma required; U.S. citizenship is required for Top Secret/SCI clearance at this location.
- Must be able to maintain a Top Secret security clearance and obtain Sensitive Compartmented Information (SCI).
- Demonstrated troubleshooting, 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.
- Strong written and oral communication skills and ability to work in a team environment are strongly desired.
- Must be able to lift up to 25 pounds, stand and walk for prolonged periods, and twist, bend, and squat periodically.
Nice To Haves
- BA/BS degree preferred.
- Knowledge of installing, maintaining, and administering computer systems in a LAN/WAN environment.
- Understanding of Linux operating systems is desirable but not required.
- DoD Directive 8570/8140 Information Assurance Technical Level II certification, 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, including complete diagnostic logs and user details.
- Track escalated tickets and provide users with regular status updates and estimated resolution times.
- Share updates from ONI Hopper or DIA with the local Dahlgren workforce during enterprise outages.
- Coordinate with ONI Hopper logisticians and local command authorities to repair, return, or replace defective secure terminal equipment.
- Ensure users follow acceptable use policies and physical security standards for secure terminals.
- Assist with tracking and auditing local JWICS hardware assets to support accurate 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.
- Orient new users on proper equipment operation and procedures for requesting support.
- Perform other duties as assigned.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
