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Technical Support Specialist

2 months ago

Oklahoma City Oklahoma, United States Bowhead Full time

Overview:

Technical Support Specialist:
Bowhead is in search of a Technical Support Specialist to deliver multi-tier assistance to end users. The ideal candidate will possess over 2 years of experience in technical support, with a solid foundation in Microsoft Office365. Responsibilities include addressing inquiries and resolving technical issues for clients through various communication channels.

Assist users with computer hardware and software applications, including printing, installation, word processing, electronic mail, and operating systems.

The Technical Support Specialist will be required to work Day, Swing, or Night shifts, which are structured as follows:

Day Shift: 8:00am - 4:30pm

Swing Shift: 11:30am - 8:00pm

Night Shift: 8:45pm - 5:15am

Responsibilities:
Key responsibilities will encompass, but are not limited to:

Establishing a dedicated LAN closet for Government NIPRNET and SIPRNet connections.

Installing necessary power and cooling systems for the LAN closet.

Setting up and configuring hardware and connectivity for the Automated Call Distribution (ACD) system.

Configuring and installing agent workstations with EDC/SDC images, peripherals, and network connections to support both on-premise and virtual service desk analysts.

ACD Configuration

  • Configure queues, voicemail, call recording, etc.
  • Conduct configuration testing
  • Set up automation
  • Connect ACD to the facility's NIPRNet circuit
Establishing VPN with CAC connectivity to support remote users.

Facilitating integration with the ITSM system.

Qualifications:
A+ or Network+ Certification is highly preferred.

Security+ Certification is mandatory.

Minimum of two years of relevant professional experience.

An Associate's Degree in Management Information Systems, Computer Science, or a related field, along with two years of relevant experience. Educational qualifications may be substituted for experience on a year-for-year basis.

Ability to sit or stand for extended periods; confined to workstation.

Climbing, stooping, bending, kneeling, crouching, or crawling.

Pulling or pushing.

Prolonged use of video display terminals.

Manual dexterity; use of hands, arms, feet, and legs in a coordinated manner.

Ability to identify and distinguish colors.

Irregular work hours.

Intense concentration with limited opportunities for breaks.

Frequent travel from the primary workplace.

Unpredictable deadlines or demands for work output.

Reach or relocate items above shoulder height.

Working around machinery.

Exposure to extreme temperatures, humidity, or outdoor conditions.

Skills:
Critical thinking, active listening, complex problem-solving, coordination and instruction, judgment and decision-making, and monitoring.

Knowledge:
Computers and electronics, customer and personal service, telecommunications, administration and management, and engineering and technology.

Abilities:
Oral and written comprehension and expression, problem sensitivity, deductive and inductive reasoning, and information ordering.

Physical Demands:
Must be able to lift up to 25 pounds.

Must be able to stand and walk for extended periods.

Must be able to twist, bend, and squat periodically.

SECURITY CLEARANCE REQUIREMENTS:
Must currently hold a security clearance at the Secret level. US Citizenship is required for Secret clearance at this location.

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