Customer Technical Support Specialist (RTDE)

Bowhead; Dahlgren (VA); On-site; USD 70,000 - 75,000; Full time

Job summary

Bowhead seeks a Customer Technical Support Specialist to provide user support and technical assistance for a Naval program at Dahlgren, VA. Responsibilities include account handling in AD, hardware and software troubleshooting, and incident management in a secure JWICS environment.

The role requires logging in ServiceNow, coordinating with ONI Hopper/DIA, and supporting desktop apps, email, network drives, and secure printers while maintaining policy compliance and security standards.

Qualifications

• 2–3 years of professional IT support experience.
• High School Diploma required; BA/BS preferred.
• Strong troubleshooting, analytical and problem-solving skills.
• Ability to multi-task and assist others with IT issues.
• Knowledge of LAN/WAN, Windows OS; Linux desirable.
• Good written and verbal communication; team player.
• DoD IA II certifications (e.g., Security+ce, GSEC, SSCP, CCNA Security) preferred.
• Familiarity with DoD networking and security processes; Active Directory.
• Security clearance at TS/SCI level may be required.

Responsibilities

• Assist users with AD accounts, password resets, and JWICS credentials.
• Troubleshoot hardware, peripherals, and software connectivity issues.
• Log inquiries and incidents into ServiceNow with diagnostics.
• Provide desktop support for standard apps, email, drives and printers.
• Escalate issues to ONI Hopper or DIA desks with logs and details.
• Monitor escalated tickets and update users on ETA.
• Disseminate outage updates from ONI Hopper/DIA to local staff.
• Coordinate with ONI Hopper logisticians for repair or replacement of secure terminals.
• Ensure adherence to security policies and JWICS hardware accountability.
• Report suspected security anomalies to security officers and DoD teams.

Skills

Troubleshooting

Analytical thinking

Written & oral comms

Teamwork

Windows OS

DoD IA II certs

Education

High School Diploma

BA/BS degree preferred

Tools

ServiceNow

Active Directory

JWICS environment

Job description

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.