Field Service Representatives / Service Desk Specialists Tier II

				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.

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