Bowhead

Federal contracting arm delivering IT services

Customer Technical Support Specialist - Research, Development, Test and Evaluation

IT Service Desk & End User SupportConfirmed live in the last 24 hours

Full-timeDahlgren, VA, USA$70k - $75k /yrIn-person

About the Job

Requirements

Two to three years of professional experience.
A high school diploma is required.
Troubleshooting skills and the ability to analyze and resolve problems.
Ability to multitask and assist others in resolving information technology 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.
Ability to maintain a Top Secret security clearance and obtain Sensitive Compartmented Information eligibility.
U.S. citizenship is required for the Top Secret/Sensitive Compartmented Information clearance at this location.
Ability to lift up to 25 pounds, stand and walk for prolonged periods, and periodically twist, bend, and squat.

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, and software connectivity issues before escalation.
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 with complete diagnostic logs and user details.
Track escalated tickets and provide users with regular status updates and estimated resolution times.
Disseminate enterprise outage updates from ONI Hopper or DIA to the local Dahlgren workforce.
Coordinate with ONI Hopper logisticians and local command authorities on repair, return, or replacement of defective secure terminal equipment.
Ensure users follow acceptable use policies and physical security standards for secure terminals.
Assist in tracking and auditing local JWICS hardware assets for accountability and alignment with ONI/DIA records.
Report suspected security anomalies, unauthorized access attempts, or hardware tampering to local security officers and ONI/DIA network defense teams immediately.
Provide new users with basic orientation on equipment operation and support-request procedures.
Perform other duties as assigned.

Desired Qualifications

A BA or BS degree is preferred.
Knowledge of installing, maintaining, and administering computer systems in a LAN/WAN environment is preferred.
Understanding of Linux operating systems is desirable but not required.
Strong written and oral communication skills and the ability to work in a team environment are strongly desired.
Meeting DoD Directive 8570/8140 Information Assurance Technical Level II certification requirements is preferred; examples include Security+ce, GSEC, SSCP, or CCNA Security.

Overview

Customer Technical Support Specialist (RTDE)

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, VA. 

Responsibilities

The Customer Technical Support Specialist will be responsible for:

Assist users with account creation requests in AD, password resets, and token/PKI credential troubleshooting specific to the JWICS environment.
Perform initial troubleshooting on hardware, peripherals (monitors, secure KVM switches), and software connectivity issues before escalating.
Log all user inquiries, incidents, and service requests accurately into the designated IT Service Management (ITSM) tool (ServiceNow).
Provide desktop support to users with standard desktop applications, email configuration, and mapping secure network drives or printers.
Escalate unresolved local issues to ONI Hopper or DIA service desks, providing complete diagnostic logs and user details.
Track/monitor the status of escalated tickets and provide regular updates to users regarding estimated time to resolution.
Serve as the local authoritative voice during enterprise outages, disseminating updates from ONI Hopper/DIA to the local Dahlgren workforce.
Coordinate with ONI Hopper logisticians and local command authorities for the repair, return, or replacement of defective secure terminal equipment.
Ensure all users adhere to acceptable use policies and physical security standards for secure terminals.
Assist in tracking and auditing local JWICS hardware assets to ensure accurate accountability and alignment with ONI/DIA records.
Immediately report any suspected security anomalies, unauthorized access attempts, or hardware tampering to local security officers and ONI/DIA network defense teams.
Provide basic orientation to new users regarding the correct operation of equipment and procedures for requesting support.
Other duties as assigned.

Qualifications

Two to three (2-3) years of professional experience.
High School Diploma required, or BA/BS degree preferred
Demonstrates troubleshooting skills along with strong analytical and problem-solving skills.
Must have the ability to multi-task and assist others to resolve IT related issues is essential.
Preferred knowledge in the installation, maintenance, and administration of computer systems in a LAN/WAN environment.
Requires an understanding of Microsoft supported Windows operating systems.
An understanding of Linux operating systems is desirable; but not required.
Requires a high level of competency in both written and oral communications skills is strongly desired with ability to work in a team environment.
Preferred candidates should meet DoD Directive 8570/8140 Information Assurance Technical Level II certification requirements, which include certifications such as Security+ce, GSEC, SSCP, or CCNA Security.
Familiarity with the Department of Defense (DOD) networking and security accreditation processes and procedures is required.
A working knowledge of Windows Active Directory is required.

Targeted salary range is $70,000 to $75,000 annually based on qualifications and experience.

Physical Demands:

Must be able to lift up to 25 pounds
Must be able to stand and walk for prolonged amounts of time
Must be able to twist, bend and squat periodically

SECURITY CLEARANCE REQUIREMENTS: Must be able to maintain security clearance at the Top Secret level and obtain Sensitive Compartmented Information (SCI). US Citizenship is a requirement for Top Secret/SCI clearance at this location.

Please note that the salary information is a general guideline only. Bowhead considers factors such as (but not limited to) scope and responsibilities of the position, candidate’s work experience, education/training, key skills, internal peer equity, as well as, market and business considerations when extending an offer.

#LI-JR1

Compensation: 70000 to 75000 (USD)

About the Company

Bowhead

Federal contracting arm delivering IT services

Bowhead, through UIC Government Services (UICGS), is the federal contracting arm of the Ukpeaġvik Iñupiat Corporation, offering IT, logistics and marine services, engineering, and program management to defense and civilian agencies. It develops and supports military training products and modeling and simulations, and provides operations, maintenance, and lifecycle support by coordinating its subsidiary companies. It differentiates itself by combining Alaska Native Corporation heritage with a broad, integrated suite of capabilities under one umbrella for customized, mission-focused solutions. Its goal is to help federal agencies meet missions by delivering reliable contracting services and mission-ready systems tailored to government needs.

Company size: 1,001-5,000
Company stage: Not listed
Total funding: Not listed
Headquarters: Alexandria, VA
Founded: 1999

Recently Posted Jobs

Explore more opportunities at Bowhead

See more jobs