<p>Overview</p> <p>SERVICE DESK SPECIALIST | TIER II (MIELS):</p> <p>Bowhead is seeking Service Desk Specialists to support a customer in Stafford, 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.</p> <p>Responsibilities</p> <ul> <li>This individual will support integration, operations, and sustainment of highly technical systems by providing technical support and acting as the communication channel between stakeholders. </li><li>Have an in-depth technical knowledge of expeditionary and garrison SCINet systems, specifically SCINet network, workstation, storage, and Enterprise Service systems and connections. </li><li>Ensure 24/7 support, including nights, weekends, and holidays, with timely issue resolution. </li><li>Assist in maintaining and administering Windows servers, workstations, virtual machines, and other critical systems in an enterprise environment. </li><li>Support account creation, password resets, account unlocks, system and network troubleshooting, hardware installation and repair, and data transfers. </li><li>Provide user support, guidance, troubleshooting, and training. </li><li>Install, configure, maintain, and perform routine maintenance on computer hardware, software, and network systems, including updates, patches, and backups. </li><li>Continuously monitor network infrastructure and systems for performance, security, and connectivity issues, using monitoring tools to proactively detect potential problems. </li><li>Provide Tier 1 and Tier 2 support for network connectivity, system performance, and hardware/software issues, escalating complex problems as needed. </li><li>Diagnose and resolve technical issues across systems, applications, and services, following documented procedures and escalating unresolved issues to Tier 3 staff. </li><li>Adhere to established escalation protocols, ensuring prompt resolution and maintaining accurate logs of troubleshooting steps. </li><li>Provide timely updates to end-users regarding the status of ongoing incidents, ensuring high-quality customer support. </li><li>Maintain and update internal documentation for procedures, troubleshooting steps, and known issues, ensuring consistent issue resolution. </li><li>Adhere to organizational security policies and best practices to protect systems and data from unauthorized access, ensuring compliance with cybersecurity standards and guidelines </li><li>Serve as the point of contact for network and system inquiries from global users and clients. </li></ul> <p>Qualifications</p> <ul> <li>Associate's degree or 5+ years of practical experience in service support management. </li><li>DoD 8570 / 8140 compliance or information assurance certification as required. </li><li>Relevant software / hardware certifications (ie. CompTIA A+, Network+, Security+, Cisco, Microsoft, or others). </li><li>Experience in managing IT infrastructure, including hardware, software, and networks. </li><li>Proficiency in system administration (ie. Windows, Linux). </li><li>Strong troubleshooting and problem-solving skills. </li><li>Excellent written and verbal communication skills. </li><li>Ability to explain technical concepts to non-technical staff. </li><li>Ability to work effectively as part of a team, with a focus on collaboration. </li><li>Ability to manage multiple priorities in a fast-paced, deadline-driven environment. </li></ul> <p>Physical Demands:</p> <ul> <li>Must be able to lift 25 pounds </li><li>Must be able to stand and walk for prolonged amounts of time </li><li>Must be able to twist, bend, and squat periodically </li></ul> <p>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.</p> <p>#LI-KC1</p>