Field Service Representatives / Service Desk Specialists Tier II
US-VA-Quantico
Corporate Careers
Req #: 22926
Type: Full-Time
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Overview: FIELD SERVICE REPRESENTATIVE / SERVICE DESK SPECIALIST | TIER II (MIELS): Bowhead is seeking Field Service Representatives / Service Desk Specialists to support a customer in Stafford, VA. There are several positions available at Marine Corps locations throughout the world. 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: * Create, update, and manage help desk tickets for Fleet 24x7 onsite. Positions are available at the following locations: Camp Pendleton, CA; Camp Lejeune, NC; Okinawa; Pentagon; Quantico, VA; and Hawaii. * 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. #LI-KC1
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