Customer Technical Support Specialist (Help Desk)
About The Position
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.
Requirements
- 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.
- 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
- Must be able to obtain a security clearance at the Secret level.
- US Citizenship is a requirement for this contract.
Nice To Haves
- Knowledge of Video Teleconferencing a plus.
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.
- 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.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
