Security-Cleared JWICS IT Support Specialist

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

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.