Overview

CUSTOMER TECHNICAL SUPPORT SPECIALIST (HELP DESK) (DOS)

Bowhead is seeking a Customer Technical Support Specialist (Help Desk) to provide customer support and technical assistance for our Department of State (DOS) contract in Washington D.C.. The Help Desk Specialist will be responsible for providing basic entry-level support via phone, email and MS Teams to DoS customers. 

Responsibilities

• Provide on-site desktop support as needed, provides general help desk support for User Assistance.
• Troubleshoot/resolve issues.
• Assign tickets to the appropriate support group.
• Work in Two (2) Call Tracking systems: ServiceNow & GTM Next.
• Serve as the first level point of contact supporting specific Department of State (DoS) HR-related actions (e.g. employment, personnel records, job evaluations).

Qualifications

• Must have two to five (2-5) years of relevant experience.
• Must possess the ability to, effectively and efficiently, communicate verbally with the user community. 
• Must be able to assist and resolve Teir I & II problems.
• Prefered 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 10-15 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 Secret level. US Citizenship is a requirement for this contract. 

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