Field Service Representatives / Service Desk Specialists Tier II

About the role

Bowhead is seeking Field Service Representatives / Service Desk Specialists to support a customer in Arlington, VA. The positions will involve 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

• 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.
• Support 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.

Requirements

• Associ’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.

Qualifications

• 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.

Skills

• Service Desk Management
• System Administration
• Network Management
• Security Compliance
• Technical Troubleshooting
• Customer Support

Benefits

• Flexible scheduling to accommodate 24/7 support needs.
• Competitive compensation package.
• Professional development opportunities.
• Health and wellness benefits.

Pay

Compensation is commensurate with experience.

Schedule

Positions are available at various locations including Camp Pendleton, CA; Camp Lejeune, NC; Okinawa; Pentagon; Quantico, VA; and Hawaii. Shifts may vary based on location and operational requirements.