Service Desk Specialist, Lead
About The Position
Bowhead is seeking a Lead Service Desk Specialist to support a customer in Stafford, Virginia. The role supports integration, operations, and sustainment of highly technical systems, providing technical support and serving as a communication channel between stakeholders. The contract includes program management, logistics, asset management, engineering, customer service, research and development, test and evaluation, manpower, training and personnel, new equipment fielding and training, financial management, information assurance, cybersecurity, and 24x7 enterprise services operations and sustainment. The specialist provides support for expeditionary and garrison SCINet systems, including network, workstation, storage, and Enterprise Service systems and connections. Duties include administering enterprise systems, supporting users, monitoring and troubleshooting infrastructure, resolving incidents, documenting procedures, and following cybersecurity policies. The role requires support coverage at all hours, including nights, weekends, and holidays.
Requirements
- Associate’s degree or at least 5 years of practical experience in service support management.
- DoD 8570 / 8140 compliance or information assurance certification, as required.
- Relevant software or hardware certification, such as CompTIA A+, Network+, Security+, Cisco, or Microsoft certifications.
- Experience managing IT infrastructure, including hardware, software, and networks.
- Proficiency in system administration, such as Windows or Linux.
- Strong troubleshooting and problem-solving skills.
- Excellent written and verbal communication skills.
- Ability to explain technical concepts to non-technical staff.
- Ability to work collaboratively as part of a team.
- Ability to manage multiple priorities in a fast-paced, deadline-driven environment.
- Must currently hold a Top Secret/SCI security clearance with Counter Intelligence Polygraph.
- Must be a U.S. citizen.
Responsibilities
- Support integration, operations, and sustainment of highly technical systems and serve as a communication channel between stakeholders.
- Provide in-depth technical support for expeditionary and garrison SCINet network, workstation, storage, and Enterprise Service systems and connections.
- Ensure 24/7 support, including nights, weekends, and holidays, with timely issue resolution.
- Assist in maintaining and administering Windows servers, workstations, virtual machines, and other critical enterprise systems.
- Support account creation, password resets, account unlocks, system and network troubleshooting, hardware installation and repair, and data transfers.
- Provide user support, guidance, troubleshooting, and training.
- Install, configure, maintain, and routinely service computer hardware, software, and network systems, including updates, patches, and backups.
- Monitor network infrastructure and systems for performance, security, and connectivity issues, using monitoring tools to detect potential problems.
- Provide Tier 1 and Tier 2 support for network connectivity, system performance, and hardware and software issues, escalating complex problems as needed.
- Diagnose and resolve technical issues across systems, applications, and services, following documented procedures and escalating unresolved issues to Tier 3 staff.
- Follow escalation protocols, resolve issues promptly, and maintain accurate logs of troubleshooting steps.
- Provide end users with timely updates on ongoing incidents.
- Maintain and update internal documentation for procedures, troubleshooting steps, and known issues.
- Follow organizational security policies and best practices to protect systems and data and comply with cybersecurity standards and guidelines.
- Serve as the point of contact for network and system inquiries from global users and clients.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
Associate degree
