Service Desk Specialist, Lead

Overview

SERVICE DESK SPECIALIST | LEAD (MIELS):

Bowhead is seeking a Lead Service Desk Specialist 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.

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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