Customer Technical Support Specialist

4 weeks ago

King George, United States Bowhead Full time

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 users 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.

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