Customer Technical Support Specialist (RTDE)

UICGS / Bowhead Family of Companies; 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 to personnel supporting a Naval RDT&E program at NSWCDD in Dahlgren, VA.

Responsibilities include AD account actions, password resets, hardware and software troubleshooting, logging in ServiceNow, desktop support, and coordinating with ONI Hopper/DIA desks for escalations. A TS/SCI clearance is required or the ability to obtain one.

Qualifications

• Demonstrates troubleshooting skills with strong analytical problem-solving abilities.
• Must multi-task and assist others to resolve IT issues.
• Excellent written and oral communication skills in a team environment.
• DoD IA Technical Level II certs such as Security+ce/GSEC/SSCP/CCNA Security preferred.

Responsibilities

• Assist users with AD account creation, password resets, and JWICS token/PKI troubleshooting.
• Triage hardware, peripherals, and software connectivity issues before escalation.
• Log incidents and service requests in ServiceNow with accurate details.
• Provide desktop support for standard apps, email, drives, and printers.
• Escalate unresolved issues to ONI Hopper or DIA service desks with full diagnostics.

Skills

Troubleshooting

Analytical thinking

Multi-tasking

Written and verbal communication

Education

High School Diploma

BA/BS degree preferred

Tools

Windows Active Directory

LAN/WAN familiarity

Linux operating systems (desirable)

ServiceNow ITSM

Job description

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

• 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 communication 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.