Help Desk Specialist

UIC Alaska•Charleston, SC

About The Position

Bowhead is seeking a Help Desk Specialist to provide customer support to the Defense Biometrics Identification System (DBIDS), Marine Corps Electronic Security System (MCESS) contract in Charleston, SC. This role supports the Installation Security and Mission Assurance Branch at HQMC and MCICOM. Responsibilities Essential functions will include: Provide Tier I/II/III troubleshooting and coordinate site assistance visits relating to DBIDS operations across the Marine Corps Provide phone support to user’s to resolve issues Deliver training Operator and Maintainer training and update training materials as required Track hardware inventory and manage lifecycle replacement Monitor cybersecurity posture, ATO/RMF status, and IA compliance Generate weekly and monthly reports and After-Action Reviews (AARs) Provide weekly briefs and monthly reports Provide on-site desktop support as needed, provides general help desk support for User Assistance. Provide support with assigning IP addresses as requested and with maintaining those IP addresses in the IPA Database. Utilize the Remedy System (or current ticketing system) to assign and track trouble calls as appropriate. Help Desk Specialist will assist with the maintenance and monitoring of the User Assistance mailbox to ensure that all users receive timely support in response to their requests for assistance. Participate in the development and maintenance of Standard Operating Procedures (SOPs) encompassing all User Assistance activity. Knowledge of Video Teleconferencing a plus.

Requirements

Minimum of five (5) years of relevant experience
Bachelor’s degree required
Must possess the ability to, effectively and efficiently, communicate verbally with the user community.
Must be familiar with Department of Defense networking and security accreditation requirements.
Must have knowledge in the installation, maintenance, and administration of computer systems in a LAN/WAN environment.
DoD 8570/8140 cybersecurity certification preferred (Security +, GSEC, CASP or CISSP)
Ability to communicate effectively with all levels of employees and outside contacts
Strong interpersonal skills and good judgment with the ability to work alone or as part of a team
Active Passport.
Ability to travel 15%, both CONUS and OCONUS.
Must be able to lift up to 10-25 pounds
Must be able to stand and walk for prolonged amounts of time
Must be able to twist, bend and squat periodically
Must currently hold a security clearance at the Secret level.
US Citizenship is a requirement for Secret clearance at this location.

Nice To Haves

Experience with using the Defense Biometrics Identification System (DBIDS) preferred
Intermediate to advanced level skills in Microsoft Office software suite - Word, Excel, Outlook, PowerPoint
Knowledge of Video Teleconferencing a plus.

Responsibilities

Provide Tier I/II/III troubleshooting and coordinate site assistance visits relating to DBIDS operations across the Marine Corps
Provide phone support to user’s to resolve issues
Deliver training Operator and Maintainer training and update training materials as required
Track hardware inventory and manage lifecycle replacement
Monitor cybersecurity posture, ATO/RMF status, and IA compliance
Generate weekly and monthly reports and After-Action Reviews (AARs)
Provide weekly briefs and monthly reports
Provide on-site desktop support as needed, provides general help desk support for User Assistance.
Provide support with assigning IP addresses as requested and with maintaining those IP addresses in the IPA Database.
Utilize the Remedy System (or current ticketing system) to assign and track trouble calls as appropriate.
Assist with the maintenance and monitoring of the User Assistance mailbox to ensure that all users receive timely support in response to their requests for assistance.
Participate in the development and maintenance of Standard Operating Procedures (SOPs) encompassing all User Assistance activity.