What are the responsibilities and job description for the Service Desk Specialist Tier II position at Bowhead?
Overview
SERVICE DESK SPECIALIST | TIER II (MIELS):
Bowhead is seeking a Service Desk Specialist to support a customer in Quantico, 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. This position does not allow for telecommuting and all work will be performed on-site in Quantico, VA.
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.
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