Service Desk Specialist, Lead

UIC Alaska•Quantico, VA

2d•$130,000 - $150,000•Onsite

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 and serves as a communications channel between stakeholders. Contract support 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 technical support for expeditionary and garrison SCINet systems, including network, workstation, storage, and Enterprise Service systems and connections. The position provides round-the-clock coverage, including nights, weekends, and holidays, and supports system administration, user assistance, troubleshooting, maintenance, and cybersecurity compliance. The position requires the ability to lift 25 pounds; stand and walk for prolonged periods; and periodically twist, bend, and squat. The target salary range is $130,000–$150,000, commensurate with experience. A current Top Secret/SCI clearance with Counter Intelligence Polygraph is required. U.S. citizenship is required for Top Secret clearance at this location.

Requirements

Associate degree or at least 5 years of practical experience in service support management.
DoD 8570/8140 compliance or an information assurance certification, as required.
Current Top Secret/SCI security clearance with Counter Intelligence Polygraph.
U.S. citizenship, required for Top Secret clearance at this location.
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 effectively as part of a collaborative team.
Ability to manage multiple priorities in a fast-paced, deadline-driven environment.
Ability to lift 25 pounds; stand and walk for prolonged periods; and periodically twist, bend, and squat.

Nice To Haves

Relevant software or hardware certifications, such as CompTIA A+, Network+, Security+, Cisco, or Microsoft certifications.

Responsibilities

Support integration, operations, and sustainment of highly technical systems, acting as a communications channel between stakeholders.
Provide in-depth technical support for expeditionary and garrison SCINet systems, including network, workstation, storage, and Enterprise Service systems and connections.
Ensure 24/7 support, including nights, weekends, and holidays, and resolve issues in a timely manner.
Assist in maintaining and administering Windows servers, workstations, virtual machines, and other 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 proactively.
Provide Tier 1 and Tier 2 support for network connectivity, system performance, and hardware and software issues; escalate 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 troubleshooting logs.
Provide end users with timely incident-status updates and high-quality customer support.
Maintain and update internal documentation covering 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.