Service Desk Specialist, Lead

Ukpeaġvik Iñupiat Corporation; Quantico (VA); On-site; USD 50,000 - 90,000; Full time

Job summary

An established industry player is seeking a Lead Service Desk Specialist to provide critical support for technical systems. This role involves managing logistics, customer service, and cybersecurity while ensuring 24/7 operations. Ideal candidates will have a strong technical background, excellent communication skills, and the ability to troubleshoot complex issues. Join a dynamic team where your contributions will directly impact the efficiency and security of vital systems. If you thrive in a fast-paced environment and are passionate about technology, this opportunity is perfect for you.

Qualifications

• Associate's degree or 5+ years of practical experience in service support management.
• Compliance with DoD 8570 / 8140 or information assurance certification requirements.

Responsibilities

• Provide technical support and act as the communication channel between stakeholders.
• Maintain and administer Windows servers, workstations, and virtual machines.
• Monitor network infrastructure for performance, security, and connectivity issues.

Skills

Technical Support

Troubleshooting

System Administration

Communication Skills

Problem-Solving

Education

Associate's Degree

5+ years of practical experience

Tools

Windows

Linux

CompTIA A+

Network+

Security+

Cisco

Microsoft Certifications

Job description

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Overview

SERVICE DESK SPECIALIST | LEAD (MIELS):

Bowhead is seeking a Lead Service Desk Specialist to support a customer in Stafford, VA. Responsibilities include 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 24/7 enterprise services operations and sustainment.

Responsibilities

• Support integration, operations, and sustainment of highly technical systems by providing technical support and acting as the communication channel between stakeholders.
• Possess in-depth technical knowledge of expeditionary and garrison SCINet systems, including network, workstation, storage, and enterprise service systems.
• Ensure 24/7 support, including nights, weekends, and holidays, with timely issue resolution.
• Maintain and administer Windows servers, workstations, virtual machines, and other critical systems.
• Support account creation, password resets, account unlocks, troubleshooting, hardware installation and repair, and data transfers.
• Provide user support, guidance, troubleshooting, and training.
• Install, configure, and maintain computer hardware, software, and network systems, including updates, patches, and backups.
• Monitor network infrastructure and systems for performance, security, and connectivity issues.
• Provide Tier 1 and Tier 2 support, escalating complex issues as needed.
• Diagnose and resolve technical issues, following documented procedures and escalating unresolved issues.
• Adhere to escalation protocols and maintain accurate logs of troubleshooting steps.
• Update internal documentation for procedures and known issues.
• Follow organizational security policies and cybersecurity standards.
• 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.
• Compliance with DoD 8570 / 8140 or information assurance certification requirements.
• 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 25 pounds.
• Stand and walk for prolonged periods.
• Twist, bend, and squat periodically.

Security clearance at Top Secret/SCI with Counter Intelligence Polygraph required. US Citizenship is a must for Top Secret clearance.