Customer Technical Support Specialist (NEN)

Bowhead; Dahlgren (VA); On-site; USD 55,000 - 65,000; Full time

Job summary

Bowhead is seeking a Customer Technical Support Specialist (NEN) in Dahlgren, VA to deliver customer support and technical assistance for NSWCDD. The role involves troubleshooting hardware, software, and network issues, supporting data migrations, and managing shared resources.

Requirements include DoD 8570 IAT II (e.g., Security+), strong communication skills, and Windows OS expertise. Target salary ranges are provided with general guidelines for field; security clearance is required.

Qualifications

• Requires a minimum of two (2) years of experience.
• High School Diploma required. Bachelors Degree preferred.
• Must demonstrate strong troubleshooting skills along with strong analytical and problem solving skills.
• Must demonstrate the ability to multi-task and work with others to resolve IT related issues.
• Requires an understanding of current Microsoft supported Windows operating systems.
• A high level of competency in both written and oral communications skills is strongly desired.
• Must be DoD 8570 IAT level II compliant (e.g., Security+) at time of hire.
• Knowledge in the installation, maintenance, and administration of computer systems in a LAN/WAN environment is a plus; but not required.
• Familiarity with the Department of Defense (DOD) networking and security accreditation processes and procedures is a plus; but not required.
• A working knowledge of Windows Active Directory and current NMCI policies and procedures are strongly desired.
• Intermediate to advanced level skills in Microsoft Office software suite - Word, Excel, Outlook, PowerPoint.

Responsibilities

• Apply diagnostic techniques to identify problems, investigate causes and recommend solutions to correct common failures.
• Assist users with data migrations whenever the user's system is Tech Refreshed.
• Monitor the organizational mailbox to ensure that all users receive timely support in response to their requests for assistance.
• Provide public folder management support (e.g., permission and administrator roles).
• Provide share drive management including administrative responsibilities, training content managers, and configuration management duties.
• Maintain and develop IT related procedures required to support the organization.
• Provide support to Information Management/Information Technology/and Information Assurance related data calls required of the Department Information Officer (DIO).
• Provide input for the preparation of a monthly progress and status report.

Skills

Troubleshooting

Analytical skills

Problem solving

Multi-tasking

Written & verbal communication

Windows operating systems

Active Directory

NMCI / DoD policies

Office Suite (Word, Excel, Outlook, PP

Teamwork

Education

High School Diploma

Bachelor's Degree preferred

Job description

Overview

CUSTOMER TECHNICAL SUPPORT SPECIALIST (NEN) (ITIS)

Bowhead has a job opening for a Customer Technical Support Specialist (NEN) in Dahlgren, VA. The candidate will provide customer support and technical assistance to users of a specific organization at the Naval Surface Warfare Center Dahlgren Division (NSWCDD).

Responsibilities

• Apply diagnostic techniques to identify problems, investigate causes and recommend solutions to correct common failures. Specific support consists of troubleshooting hardware, software, and network related issues.
• Assist users with data migrations whenever the user's system is Tech Refreshed.
• Monitor the organizational mailbox to ensure that all users receive timely support in response to their requests for assistance.
• Provide public folder management support (e.g., permission and administrator roles).
• Provide share drive management including administrative responsibilities, training content managers, and configuration management duties.
• Maintain and develop IT related procedures required to support the organization.
• Provide support to Information Management/Information Technology/and Information Assurance related data calls required of the Department Information Officer (DIO).
• Provide input for the preparation of a monthly progress and status report.

Qualifications

• Requires a minimum of two (2) years of experience.
• High School Diploma required. Bachelors Degree preferred.
• Must demonstrate strong troubleshooting skills along with strong analytical and problem solving skills.
• Must demonstrate the ability to multi-task and work with others to resolve IT related issues.
• Requires an understanding of current Microsoft supported Windows operating systems.
• A high level of competency in both written and oral communications skills is strongly desired.
• Must be DoD 8570 IAT level II compliant (e.g., Security+) at time of hire.
• Knowledge in the installation, maintenance, and administration of computer systems in a LAN/WAN environment is a plus; but not required.
• Familiarity with the Department of Defense (DOD) networking and security accreditation processes and procedures is a plus; but not required.
• A working knowledge of Windows Active Directory and current NMCI policies and procedures are strongly desired.
• Intermediate to advanced level skills in Microsoft Office software suite - Word, Excel, Outlook, PowerPoint.
• Ability to communicate effectively with all levels of employees and outside contacts.
• Strong interpersonal skills and good judgment with the ability to work alone or as part of a team.

Targeted salary range is $55,000 to $65,000 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 obtain/maintain a security clearance at the Secret level. US Citizenship is a requirement for Secret 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.