Customer Technical Support Specialist (Help Desk)

UIC Arctic Response Services, LLC; Dahlgren (VA); On-site; USD 55,000 - 65,000; Full time

Job summary

Bowhead is seeking a Customer Technical Support Specialist (Help Desk) in Dahlgren, VA to provide on-site desktop and help desk support for RDT&E network users. You will assist with IP address assignments, Active Directory management, and ticketing in Remedy while maintaining user assistance channels and SOPs.

The role requires DoD 8570 IAT-II certs, DoD networking knowledge, and 2–5 years of experience in LAN/WAN environments, with strong communication and multi-level collaboration skills.

Qualifications

• High School Diploma or Bachelor's Degree.
• 2–5 years of experience.
• Strong verbal communication with users.
• Familiar with DoD networking and security accreditation requirements.
• Experience with LAN/WAN computer systems administration.
• Must meet DoD 8570 IAT-II certification requirements at time of hire.
• Ability to communicate with all levels of employees and outside contacts.

Responsibilities

• Provide on-site desktop support as needed and general help desk support for user assistance.
• Provide phone support to resolve issues related to RDT&E connectivity and Active Directory user management.
• Assist with assigning IP addresses and maintaining them in the IPA Database.
• Use Remedy (or current ticketing system) to assign and track trouble calls.
• Help maintain User Assistance mailbox to ensure timely support for requests.
• Develop and maintain SOPs for User Assistance activities.
• Knowledge of Video Teleconferencing is a plus.

Skills

Customer support

DoD networking

AD management

LAN/WAN admin

Remedy ticketing

Video conferencing

Education

High School Diploma

Bachelor's Degree

Tools

Remedy

Video Conferencing

Job description

Overview

CUSTOMER TECHNICAL SUPPORT SPECIALIST (HELP DESK) (RDTE)

Bowhead is seeking a Customer Technical Support Specialist (Help Desk) in Dahlgren, VA to provide customer support and technical assistance to Corporate Research, Development, Test and Evaluation (RDT&E) Network users to our designated customers.

Responsibilities

• Provide on-site desktop support as needed, provides general help desk support for User Assistance.
• Provide phone support to user’s to resolve issues relating to RDT&E connectivity, and RDT&E Active Directory domain account User Management.
• 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.

Qualifications

• High School Diploma or Bachelors Degree
• Two to five (2-5) years of experience
• 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.
• Must meet DoD 8570 Information Assurance Technical Level II certification requirements at time of hire.
• Ability to communicate effectively with all levels of employees and outside contacts.

Targeted salary range is $55,000 to $65,000 annually based on qualifications and experience.

Physical Demands:

• Must be able to lift up to 10-15 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 obtain a security clearance at the Secret level. US Citizenship is a requirement for this contract.

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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