Field Service Representatives / Service Desk Specialists Tier II

UICGS / Bowhead Family of Companies; Quantico (VA); On-site; USD 60,000 - 80,000; Full time

Job summary

A leading company is seeking Field Service Representatives / Service Desk Specialists to provide 24/7 support at various Marine Corps locations. Responsibilities include managing help desk tickets, system administration, and user support. Candidates must have relevant certifications and experience in IT infrastructure management. A Top Secret/SCI security clearance is required.

Qualifications

• 5+ years of practical experience in service support management.
• DoD 8570 / 8140 compliance or relevant information assurance certification.

Responsibilities

• Create, update, and manage help desk tickets for Fleet 24x7 onsite.
• Provide Tier 1 and Tier 2 support, escalating complex issues as needed.
• Maintain and administer Windows servers, workstations, and critical systems.

Skills

Troubleshooting

Problem Solving

Communication

Teamwork

Education

Associate’s degree

Tools

Windows

Linux

CompTIA A+

Network+

Security+

Cisco

Microsoft

Job description

Field Service Representatives / Service Desk Specialists Tier II

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

Job Overview

Bowhead is seeking Field Service Representatives / Service Desk Specialists to support a customer in Stafford, VA, with several positions available at Marine Corps locations worldwide. Responsibilities include program management, logistics, asset management, engineering, customer service, R&D, testing, manpower, training, equipment fielding, financial management, cybersecurity, and enterprise services.

Responsibilities

1. Create, update, and manage help desk tickets for Fleet 24x7 onsite at various locations including Camp Pendleton, CA; Camp Lejeune, NC; Okinawa; Pentagon; Quantico, VA; and Hawaii.
2. Ensure 24/7 support coverage, including nights, weekends, and holidays, with timely issue resolution.
3. Maintain and administer Windows servers, workstations, virtual machines, and other critical systems.
4. Support account creation, password resets, system troubleshooting, hardware installation, and data transfers.
5. Provide user support, guidance, troubleshooting, and training.
6. Install, configure, and maintain hardware, software, and network systems, including updates and backups.
7. Monitor network infrastructure for performance, security, and connectivity issues, using monitoring tools.
8. Provide Tier 1 and Tier 2 support, escalating complex issues as needed.
9. Diagnose and resolve technical issues across systems and applications, following documented procedures.
10. Adhere to escalation protocols and maintain accurate logs.
11. Update end-users on incident status, ensuring high-quality support.
12. Maintain internal documentation for procedures and known issues.
13. Follow security policies and cybersecurity standards.
14. Serve as the point of contact for network and system inquiries from global users and clients.

Qualifications

• Associate’s degree or 5+ years of practical experience in service support management.
• DoD 8570 / 8140 compliance or relevant information assurance certification.
• Relevant certifications such as CompTIA A+, Network+, Security+, Cisco, Microsoft, etc.
• Experience managing IT infrastructure, including 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

• Ability to lift 25 pounds.
• Ability to stand and walk for prolonged periods.
• Ability to 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