Service Desk Specialist Tier II

UIC Government Services and the Bowhead Family of Companies; Quantico (VA); On-site; USD 110,000 - 120,000; Full time

Benefits offered by this job

Medical, dental, vision

401(k) retirement plan

Paid time off

Job summary

UIC Government Services (UICGS / Bowhead) seeks a Service Desk Specialist to support 24x7 enterprise services for a high-visibility program in Stafford, VA. The role requires strong incident management, Windows/Linux administration, and effective communication with diverse stakeholders.

The candidate will provide Tier 1 and Tier 2 support, troubleshoot complex issues, and assist in maintaining critical IT infrastructure.

Qualifications

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

Responsibilities

• Provide Tier 1 and Tier 2 support for network connectivity, system performance, and hardware/software issues.
• Support integration, operations, and sustainment of technical systems and serve as liaison between stakeholders.
• Maintain and update documentation for procedures and known issues.
• Adhere to escalation protocols and log troubleshooting steps.
• Provide timely updates to end-users on incident status.

Skills

Troubleshooting

Customer service

Team collaboration

Communication skills

Problem solving

Education

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

DoD 8570 / 8140 compliance certification

Certifications: CompTIA A+/Network+/Security+

Cisco/Microsoft certifications

Tools

Windows Server administration

Linux administration

Virtual machines

Job description

Overview

SERVICE DESK SPECIALIST | TIER II (MIELS):

Bowhead is seeking Service Desk Specialists 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

Target salary range is between $110,000 - $120,000 commensurate with experience.

Please note that the salary information is a general guideline only. Bowhead considers factors such as (but not limited to) scope and responsibilities of the position, candidate’s work experience, education/training, key skills, internal peer equity, as well as, market and business considerations when extending an offer.

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

Applicants may be subject to a pre-employment drug & alcohol screening and/or random drug screen, and must follow UIC’s Non-DOT Drug & Alcohol Testing Program requirements. If the position requires, an applicant must pass a pre-employment criminal background history check. All post-secondary education listed on the applicant’s resume/application may be subject to verification.

Where driving may be required or where a rental car must be obtained for business travel purposes, applicants must have a valid driver license for this position and will be subject to verification. In addition, the applicant must pass an in-house, online, driving course to be authorized to drive for company purposes.

UIC is an equal opportunity employer. Ukpeaġvik Iñupiat Corporation (UIC) considers all applicants for employment without regard to race, color, religion, creed, sex, sexual orientation, gender or gender identity, pregnancy, national origin, age, disability, military/veteran status, marital status, genetic information, or any other legally protected status EOE/D/V. Pursuant to The Alaska Native Claims Settlement Act 43 U.S.C. Sec. 1601 et seq., and subject to other state and federal requirements, UIC and its subsidiaries may legally grant certain preference in employment opportunities to UIC Shareholders and their Descendants. Please view Equal Employment Opportunity posters here .

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)

UIC Government Services (UICGS / Bowhead) provides innovative business solutions to federal and commercial customers in the areas of engineering, maintenance services, information technology, program support, logistics/base support, and procurement. Collectively, the fast-growing Bowhead Family of Companies offers a breadth of services which are performed with a focus on quality results. Headquartered in Springfield, VA, we are a fast-growing, multi-million-dollar company recognized as a top Alaska Native Corporation providing services across the Department of Defense and many federal agencies.

• Bowhead offers competitive benefits including medical, dental, vision, life insurance, accidental death and dismemberment, short/long-term disability, and 401(k) retirement plans as well as a paid time off programs for eligible full-time employees. Eligible part-time employees are able to participate in the 401(k) retirement plans and state or contract required paid time off programs.