Client Systems Support Specialist, Mid-Level

Bowhead; Topeka (KS); Presencial; USD 56.000 - 79.000; Jornada completa

Descripción de la vacante

Bowhead is seeking a Mid-Level Client Systems Support Specialist to provide frontline help desk support, end-user IT services, and executive IT support within a DoD-oriented environment. This role requires handling escalations, maintaining system hardening, and ensuring secure access across classified and unclassified networks.

Responsibilities include incident triage, account management, device provisioning, and collaboration with cybersecurity teams.

Formación

• 4–6 years in Tier II client/desktop support across networks.
• Bachelor’s degree in IS/CS or equivalent experience.
• DoD 8140 technical/CS certs preferred.

Responsabilidades

• Serve as the first point of contact for IT service requests via phone, ticketing system, email, or walk-up support.
• Log, categorize, and prioritize incidents and service requests per SLAs.
• Tier I and II troubleshooting for workstations, laptops, mobiles, printers, and peripherals.
• Configure domain connections and ensure access to shared drives and collaboration tools.
• Deploy and maintain system images, patches, and baseline configurations.

Conocimientos

Tier II support

Desktop support

Customer service

Communication skills

ServiceNow

Educación

Bachelor’s degree or equivalent experience

Relevant field education (IS/CS)

Herramientas

ServiceNow

Descripción del empleo

Overview

Delta Solutions and Strategies Bowhead is seeking a Mid-Level Client Systems Support Specialist to support our team at Vandenberg SFB.

The Client Systems Support team provides responsive, comprehensive, and secure end-user IT support across all S4S networks and facilities. Personnel ensure users have reliable access to classified and unclassified systems, communications tools, and collaboration platforms necessary to execute the mission. This position integrates front-line Help Desk functions, technical endpoint support, and executive IT services within a single service delivery framework. The Client Systems Support staff troubleshoot, configure, and maintain end-user systems, provide account and access assistance, coordinate escalations with enterprise providers, and ensure compliance with DoD cybersecurity and configuration management standards.

Responsibilities

• Serve as the first point of contact for all IT service requests via phone, ticketing system, email, or walk-up support


• Log, categorize, and prioritize incidents and service requests in accordance with established service-level objectives


• Perform Tier I and Tier II troubleshooting for workstations, laptops, mobile devices, printers, and peripheral equipment


• Diagnose and resolve software, operating system, and user application issues within established baselines and STIG requirements


• Join systems to the domain, configure network settings, and ensure connectivity to shared drives, printers, and collaboration tools


• Deploy and maintain system images, patches, and baseline configurations to ensure standardization and compliance


• Install, configure, and troubleshoot CAC, Token, and multi-factor authentication (MFA) solutions across classified and unclassified networks


• Assist with account access issues, password resets, and permissions management in coordination with the Identity and Access Management team


• Perform workstation hardening, vulnerability remediation, and endpoint security enforcement in support of RMF and ACAS requirements


• Provide on-site and remote support for VTC, Teams, and other collaboration systems used in operational and executive environments


• Deliver white-glove support to senior leaders and executive staff, including system setup, data migration, secure mobile device configuration, and event support


• Coordinate VIP event or conference support, ensuring seamless connectivity, display configuration, and real-time troubleshooting


• Develop, update, and maintain user support documentation, standard operating procedures, and quick-reference guides


• Monitor ticket queues to ensure timely response, escalation, and closure in alignment with performance metrics


• Track and report recurring issues to identify systemic problems and recommend corrective actions


• Maintain asset accountability, tagging, and inventory accuracy for assigned devices and peripherals


• Support after-hours operations, contingency activities, and mission exercises as required


• Participate in configuration reviews, patch cycles, and readiness inspections to maintain compliance with DoD and organizational policies


• Provide feedback to engineering and cybersecurity teams on observed issues, performance impacts, and improvement opportunities


• Support users and assist with the coordination and completion of paperwork required to resolve negligent discharge of classified information incidents and events


• Train and mentor junior technicians in troubleshooting techniques, customer service standards, and documentation practices


• Serve as a property custodian as required by DoDI 5000.64, DAFI 23-111, and AFMAN 17-1203, maintaining accountability of assigned A/V assets


• Support exercises, operational events, and contingency scenarios by ensuring the rapid setup, testing, and operation of client systems


• Other duties as assigned

Qualifications

• 4–6 years of experience providing Tier II client or desktop support, system configuration, and technical issue resolution across multiple networks and environments. Demonstrated experience supporting classified systems or executive/VIP customers preferred


• Bachelor’s degree in Information Systems, Computer Science, or related field, or equivalent experience (4 years)


• Must meet position and certification requirements outlined in DoD 8140 for Technical Support Specialist or System Administrator role at the appropriate tier within six months of hire. Certifications such as CompTIA A+, Network+, Security+, or Microsoft MCSA/MD-100/101 are preferred


• Strong customer service and communication skills with ability to support personnel at all organizational levels including senior leaders


• Knowledge of ITSM ticketing systems (e.g., ServiceNow) and DoD configuration management standards


• Familiarity with endpoint hardening, patching, and vulnerability management practices


• Ability to lift up to 50 lbs. and support physical system setup in office or operations center environments


• Provide after-hours and contingency support as required

Physical Demands:

Must be able to lift up to 50 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 currently hold an active TS/SCI clearance.

Targeted hourly rate is $49.03 based on qualifications and experience.

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.

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