Customer Technical Support Specialist (Help Desk)

Bowhead / UIC Technical Services
Dahlgren, VA
Dec 01, 2022
Dec 06, 2022
Full Time
Overview CUSTOMER TECHNICAL SUPPORT SPECIALIST (HELP DESK) Bowhead is seeking a Customer Technical Support Specialist (Help Desk) to provide customer support and technical assistance to Corporate Research, Development, Test and Evaluation (RDT&E) Network users and other code 1042 designated customers. Responsibilities Provide on-site desktop support as needed, provides general help desk support for User Assistance. Provide phone support to user s to resolve issues relating to RDT&E connectivity, and RDT&E Active Directory domain account User Management. Provide support with assigning IP addresses as requested and with maintaining those IP addresses in the IPA Database. Utilize the Remedy System (or current ticketing system) to assign and track trouble calls as appropriate. Help Desk Specialist will assist with the maintenance and monitoring of the User Assistance mailbox to ensure that all users receive timely support in response to their requests for assistance. Participate in the development and maintenance of Standard Operating Procedures (SOPs) encompassing all User Assistance activity. Knowledge of Video Teleconferencing a plus. Qualifications Must possess the ability to, effectively and efficiently, communicate verbally with the user community. Must be familiar with Department of Defense networking and security accreditation requirements. Must have knowledge in the installation, maintenance, and administration of computer systems in a LAN/WAN environment. Must meet DoD 8570 Information Assurance Technical Level II certification requirements at time of hire. Ability to communicate effectively with all levels of employees and outside contacts. Physical Demands: Must be able to lift up to 10 pounds Must be able to stand and walk for prolonged amounts of time Must be able to twist, bend and squat periodically SECURITY CLEARANCE REQUIREMENTS: Must be able to obtain a security clearance at the Top Secret level. US Citizenship is a requirement for this contract. In accordance with Executive Order 14042: Ensuring Adequate COVID Safety Protocols for Federal Contractors, candidates should be aware that they may be required to have received or be willing to receive the COVID-19 vaccine by date of hire. All job offers in connection with a covered contract may be contingent upon providing proof of vaccination prior to your anticipated start date. #LI-JR1