Service Desk Specialist, Lead

UIC Arctic Response Services, LLC; Quantico (VA); On-site; USD 45,000 - 80,000; Full time

Job summary

An established industry player is seeking a Lead Service Desk Specialist to provide exceptional technical support and ensure seamless operations for complex systems. This role involves managing IT infrastructure, troubleshooting issues, and maintaining high standards of customer service. The successful candidate will work in a dynamic environment, providing Tier 1 and Tier 2 support while adhering to cybersecurity standards. With a focus on collaboration and problem-solving, this position offers the opportunity to make a significant impact on service delivery and customer satisfaction. Join a team dedicated to excellence and innovation in service support.

Qualifications

• Associate’s degree or 5+ years of experience in service support management.
• DoD 8570 / 8140 compliance or relevant certifications required.

Responsibilities

• Provide 24/7 technical support for network and system operations.
• Assist in maintaining Windows servers, workstations, and virtual machines.
• Monitor network performance and security, ensuring prompt issue resolution.

Skills

Troubleshooting

Problem-solving

Communication

Technical Support

Collaboration

Education

Associate's degree

5+ years of practical experience

Tools

Windows

Linux

CompTIA A+

Network+

Security+

Cisco certifications

Microsoft certifications

Job description

Overview

SERVICE DESK SPECIALIST | LEAD (MIELS):

Bowhead is seeking a Lead Service Desk Specialist to support a customer in Stafford, VA. Support for the contract will consist of 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 24X7 enterprise services operations and sustainment.

Responsibilities

• This individual will support integration, operations, and sustainment of highly technical systems by providing technical support and acting as the communication channel between stakeholders.
• Have an in-depth technical knowledge of expeditionary and garrison SCINet systems, specifically SCINet network, workstation, storage, and Enterprise Service systems and connections.
• Ensure 24/7 support, including nights, weekends, and holidays, with timely issue resolution.
• Assist in maintaining and administering Windows servers, workstations, virtual machines, and other critical systems in an enterprise environment.
• Support account creation, password resets, account unlocks, system and network troubleshooting, hardware installation and repair, and data transfers.
• Provide user support, guidance, troubleshooting, and training.
• Install, configure, maintain, and perform routine maintenance on computer hardware, software, and network systems, including updates, patches, and backups.
• Continuously monitor network infrastructure and systems for performance, security, and connectivity issues, using monitoring tools to proactively detect potential problems.
• Provide Tier 1 and Tier 2 support for network connectivity, system performance, and hardware/software issues, escalating complex problems as needed.
• Diagnose and resolve technical issues across systems, applications, and services, following documented procedures and escalating unresolved issues to Tier 3 staff.
• Adhere to established escalation protocols, ensuring prompt resolution and maintaining accurate logs of troubleshooting steps.
• Provide timely updates to end-users regarding the status of ongoing incidents, ensuring high-quality customer support.
• Maintain and update internal documentation for procedures, troubleshooting steps, and known issues, ensuring consistent issue resolution.
• Adhere to organizational security policies and best practices to protect systems and data from unauthorized access, ensuring compliance with cybersecurity standards and guidelines.
• 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 information assurance certification as required.
• Relevant software / hardware certifications (ie. CompTIA A+, Network+, Security+, Cisco, Microsoft, or others).
• Experience in managing IT infrastructure, including hardware, software, and networks.
• Proficiency in system administration (ie. 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.

Physical Demands

• Must be able to lift 25 pounds.
• Must be able to stand and walk for prolonged amounts of time.
• Must be able to twist, bend, and squat periodically.

Security Clearance Required

Must currently hold a security clearance at the Top Secret/SCI level with Counter Intelligence Polygraph. US Citizenship is a requirement for Top Secret clearance at this location.