Field Service Representatives / Service Desk Specialists

Overview

FIELD SERVICE REPRESENTATIVE / SERVICE DESK SPECIALIST (MIELS):

Bowhead is seeking Field Service Representatives / 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.

This position is 100% onsite.

Responsibilities

- Create, update, and manage help desk tickets for Fleet 24x7 onsite.

- 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 five (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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