What are the responsibilities and job description for the Customer Technical Support Specialist (Help Desk) position at Bowhead?
Overview
CUSTOMER TECHNICAL SUPPORT SPECIALIST (HELP DESK) (RDTE)
Bowhead is seeking a Customer Technical Support Specialist (Help Desk) in Dahlgren, VA to provide customer support and technical assistance to Corporate Research, Development, Test and Evaluation (RDT&E) Network users to our 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
- High School Diploma or Bachelors Degree
- Two to five (2-5) years of experience
- 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 10-15 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.