Field Service Representatives / Service Desk Specialists Lead

UICGS / Bowhead Family of Companies; Quantico (VA); On-site; USD 60,000 - 100,000; Full time

Job summary

An established industry player is seeking a Field Service Representatives / Service Desk Specialist Lead to provide critical support across various Marine Corps locations. This role involves managing help desk operations, ensuring 24/7 support, and administering essential IT services. Ideal candidates will possess strong troubleshooting skills, a solid background in system administration, and the ability to communicate effectively with both technical and non-technical staff. Join this dynamic team and contribute to vital operations that support our nation's defense initiatives.

Qualifications

• Experience in service support management or relevant practical experience.
• DoD 8570 / 8140 compliance or information assurance certification required.

Responsibilities

• Manage help desk tickets and provide 24/7 support.
• Administer Windows servers, workstations, and virtual machines.
• Provide Tier 1 and Tier 2 support for technical issues.

Skills

Troubleshooting

Problem-solving

Communication Skills

Teamwork

System Administration

Cybersecurity

Education

Associate’s Degree

5+ years of practical experience

Tools

Windows Servers

Linux

CompTIA A+

Network+

Security+

Cisco

Microsoft Certifications

Job description

Field Service Representatives / Service Desk Specialists Lead

Join to apply for the Field Service Representatives / Service Desk Specialists Lead role at UICGS / Bowhead Family of Companies

Job Overview

Bowhead is seeking a Field Service Representatives / Service Desk Specialist Lead to support a customer in Stafford, VA, with positions available at various Marine Corps locations worldwide. Responsibilities include program management, logistics, asset management, engineering, customer service, research and development, test and evaluation, personnel management, equipment training, financial management, cybersecurity, and 24/7 enterprise services operations.

Responsibilities

• Create, update, and manage help desk tickets for Fleet 24x7 onsite at locations such as Camp Pendleton, CA; Camp Lejeune, NC; Okinawa; Pentagon; Quantico, VA; and Hawaii.
• Ensure 24/7 support, including nights, weekends, and holidays, with timely issue resolution.
• Support and administer Windows servers, workstations, virtual machines, and other critical systems.
• Assist with account creation, password resets, system troubleshooting, hardware installation, and data transfers.
• Provide user support, guidance, troubleshooting, and training.
• Maintain and perform routine maintenance on hardware, software, and network systems.
• Monitor network infrastructure for performance, security, and connectivity issues.
• Provide Tier 1 and Tier 2 support, escalating complex issues as needed.
• Diagnose and resolve technical issues, escalating unresolved issues appropriately.
• Adhere to escalation protocols and maintain accurate logs.
• Update users on incident status, ensuring high-quality support.
• Maintain documentation for procedures and known issues.
• Follow security policies and cybersecurity standards.
• Serve as the point of contact for network and system inquiries from global users.

Qualifications

• Associate’s degree or 5+ years of practical experience in service support management.
• DoD 8570 / 8140 compliance or information assurance certification.
• Relevant certifications (e.g., CompTIA A+, Network+, Security+, Cisco, Microsoft).
• Experience managing IT infrastructure, hardware, software, and networks.
• Proficiency in system administration (Windows, Linux).
• Strong troubleshooting and problem-solving skills.
• Excellent communication skills, both written and verbal.
• Ability to explain technical concepts to non-technical staff.
• Teamwork and collaboration skills.
• Ability to manage multiple priorities in a fast-paced environment.

Physical Demands

• Lift up to 25 pounds.
• Stand and walk for prolonged periods.
• Twist, bend, and squat periodically.

Security Clearance

Must currently hold a Top Secret/SCI security clearance with Counter Intelligence Polygraph. US Citizenship required for Top Secret clearance.

Additional Details

• Seniority level: Mid-Senior level
• Employment type: Contract
• Job function: Other
• Industries: IT Services and IT Consulting