Service Desk Specialist II - 24/7 Support | TS/SCI

UICGS / Bowhead Family of Companies; Quantico (VA); On-site; USD 110,000 - 135,000; Full time

Job summary

Bowhead seeks Service Desk Specialist to support a customer in Stafford, VA, delivering 24x7 IT service, incident management, and system administration across Windows servers, workstations, VMs, and networking.

You will act as the frontline liaison among users and global clients, adhere to DoD 8570/8140 and information assurance requirements, and maintain documentation, security policies, and escalation procedures.

Qualifications

• Associate’s degree or 5+ years of practical experience in service support management.
• DoD 8570 / 8140 compliance or information assurance certification as required.
• Relevant software / hardware certifications (CompTIA A+, Network+, Security+, Cisco, Microsoft, or others).
• Experience in managing IT infrastructure, including hardware, software, and networks.
• Proficiency in system administration (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.

Responsibilities

• Provide Tier 1 and Tier 2 support for network connectivity, system performance, and hardware/software issues.
• Diagnose and resolve technical issues across systems, applications, and services.
• Follow documented procedures and escalate unresolved issues to Tier 3 staff.
• Adhere to escalation protocols and maintain logs of troubleshooting steps.
• Provide timely updates to end-users regarding incident status and resolutions.
• Maintain and update internal documentation for procedures and known issues.
• Adhere to security policies to protect systems and data from unauthorized access.
• Serve as the point of contact for network and system inquiries from global users and clients.

Skills

Technical support

Windows administration

Linux administration

Network troubleshooting

Customer service

Team player

Problem-solving

Education

Associate’s degree or 5+ years of practical experience in service support management

DoD 8570 / 8140 compliance

Tools

CompTIA A+

Network+

Security+

Cisco

Microsoft

Job description

Bowhead seeks Service Desk Specialist to support a customer in Stafford, VA, delivering 24x7 IT service, incident management, and system administration across Windows servers, workstations, VMs, and networking.

You will act as the frontline liaison among users and global clients, adhere to DoD 8570/8140 and information assurance requirements, and maintain documentation, security policies, and escalation procedures.