Customer Technical Support Specialist (Help Desk)

Bowhead; 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 customer support and technical assistance to the RDT&E network users for our designated customers.

The role requires on-site desktop support, phone help desk assistance, and familiarity with issuing IP addresses and maintaining them in the IPA database. DoD networking and security accreditation knowledge is essential for this contract.

Qualifications

• High School Diploma required; Bachelor's degree highly desired.
• 2–5 years of experience
• Must be able to communicate verbally with the user community
• Must be familiar with DoD networking and security accreditation requirements
• Experience with installation, maintenance, and administration of LAN/WAN computer systems

Responsibilities

• Provide on-site desktop support as needed.
• Provide phone support to resolve issues related to RDT&E connectivity and Active Directory user management.
• Assign IP addresses and maintain them in IPA Database.
• Use Remedy System to track and manage trouble calls.
• Maintain User Assistance mailbox to ensure timely support.
• Develop and maintain SOPs for User Assistance activities.
• Knowledge of Video Teleconferencing is a plus.

Skills

Verbal communication

Education

High School Diploma

Bachelor's degree

Tools

Remedy System

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 required. Bachelors degree higly desired.
• 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 or more
• 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.