Field Service Representatives / Service Desk Specialists Lead

UIC Arctic Response Services, LLC; Quantico (VA); On-site; USD 50,000 - 90,000; Full time

Job summary

An established industry player is seeking dedicated Field Service Representatives to provide critical support at various Marine Corps locations. This role involves managing help desk operations, ensuring 24/7 technical support, and maintaining IT infrastructure. The ideal candidate will have strong troubleshooting skills and the ability to communicate effectively with users at all levels. Join a team that values collaboration and innovation, and contribute to the mission of delivering top-notch service and support in a dynamic environment. If you are passionate about technology and customer service, this opportunity is perfect for you.

Qualifications

• Associate's degree or 5+ years in service support management required.
• DoD 8570 compliance or relevant IT certifications needed.

Responsibilities

• Manage help desk tickets and provide 24/7 support.
• Administer Windows servers and troubleshoot network issues.
• Provide user support and maintain internal documentation.

Skills

Troubleshooting

Problem-solving

Communication Skills

Team Collaboration

System Administration

Education

Associate’s Degree

5+ years of practical experience

Tools

Windows Servers

Linux

CompTIA A+

Network+

Security+

Cisco Certifications

Microsoft Certifications

Job description

Overview

Bowhead is seeking Field Service Representatives / Service Desk Specialist Lead to support a customer in Stafford, VA. There are several positions available at Marine Corps locations throughout the world. Support for the contract will consist of program management; logistics; asset management; engineering; customer service; research and development of new capabilities; test and evaluation; manpower, training, and personnel; new equipment fielding and training; financial management; information assurance; cybersecurity; and 24X7 enterprise services operations and sustainment.

Responsibilities

• Create, update, and manage help desk tickets for Fleet 24x7 onsite.
• Ensure 24/7 support, including nights, weekends, and holidays, with timely issue resolution.
• Assist in maintaining and administering Windows servers, workstations, virtual machines, and other critical systems in an enterprise environment.
• Support account creation, password resets, account unlocks, system and network troubleshooting, hardware installation and repair, and data transfers.
• Provide user support, guidance, troubleshooting, and training.
• Install, configure, maintain, and perform routine maintenance on computer hardware, software, and network systems, including updates, patches, and backups.
• Continuously monitor network infrastructure and systems for performance, security, and connectivity issues, using monitoring tools to proactively detect potential problems.
• Provide Tier 1 and Tier 2 support for network connectivity, system performance, and hardware/software issues, escalating complex problems as needed.
• Diagnose and resolve technical issues across systems, applications, and services, following documented procedures and escalating unresolved issues to Tier 3 staff.
• Adhere to established escalation protocols, ensuring prompt resolution and maintaining accurate logs of troubleshooting steps.
• Provide timely updates to end-users regarding the status of ongoing incidents, ensuring high-quality customer support.
• Maintain and update internal documentation for procedures, troubleshooting steps, and known issues, ensuring consistent issue resolution.
• Adhere to organizational security policies and best practices to protect systems and data from unauthorized access, ensuring compliance with cybersecurity standards and guidelines.
• Serve as the point of contact for network and system inquiries from global users and clients.

Qualifications

• Associate’s degree or five (5+) years of practical experience in service support management.
• DoD 8570 / 8140 compliance or information assurance certification as required.
• Relevant software / hardware certifications (ie. CompTIA A+, Network+, Security+, Cisco, Microsoft, or others).
• Experience in managing IT infrastructure, including hardware, software, and networks.
• Proficiency in system administration (ie. Windows, Linux).
• Strong troubleshooting and problem-solving skills.
• Excellent written and verbal communication skills.
• Ability to explain technical concepts to non-technical staff.
• Ability to work effectively as part of a team, with a focus on collaboration.
• Ability to manage multiple priorities in a fast-paced, deadline-driven environment.

Physical Demands

• Must be able to lift 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 REQUIRED: Must currently hold a security clearance at the Top Secret/SCI level with Counter Intelligence Polygraph. US Citizenship is a requirement for Top Secret clearance at this location.