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Customer Technical Support Specialist (Help Desk)

Bowhead / UIC Technical Services

Dahlgren, VA

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JOB DETAILS
SKILLS
Accreditation Standards, Automation, CCNA - Cisco Certified Network Associate, Cisco Network Systems, CompTIA Security+, Computer Systems, Contract Requirements, Corporate Planning, Desktop Administration, DoD Directive 8140, DoD Directive 8570, Help Desk, High School Diploma, IAT - Information Assurance Technical, IP (Internet Protocol), Intellectual Property (IP), Local Area Network (LAN), Maintenance Services, Media Access Control (MAC), Microsoft Active Directory, Network Administration/Management, Network Configuration Management, Network Integration, Network Protocols, Network Security, Reporting Dashboards, Sales Management, Secret Clearance, Security Clearance, Security Compliance, Security Protocols, ServiceNow, Splunk, Standard Operating Procedures (SOP), Standards Development, Systems Administration/Management, Technical Support, Test Plan/Schedule, Track Customer Issues, United States Citizen, Wide Area Network (WAN)
LOCATION
Dahlgren, VA
POSTED
10 days ago

Overview

CUSTOMER TECHNICAL SUPPORT SPECIALIST (HELP DESK) (RDTE)

Bowhead is seeking a Customer Technical Support Specialist (Help Desk) in Dahlgren, VA to provide customer support and technical assistance to Corporate Research, Development, Test and Evaluation (RDT&E) Network users to our designated customers. As a key member of the IT Support Team, the Help Desk Specialist will manage accounts, networks, and security, ensuring seamless connectivity across multiple environments, including uRDTE, cRDTE, SDREN, and NMCI. The ideal candidate will safeguard network integrity, enforce security compliance, and ensure reliable access for users.

Responsibilities

  • Provide on-site and remote desktop support focused on RDT&E connectivity.
  • Offer phone support for RDT&E connectivity and Active Directory domain account management.
  • Assign and maintain IP addresses in the IPA Database as requested.
  • Utilize the ServiceNow ticketing system to track trouble calls.
  • Assist in developing and maintaining Standard Operating Procedures (SOPs) for user assistance.
  • Execute full-lifecycle account management (create, update, disable, re-enable).
  • Control security groups and file shares across uRDTE, cRDTE, and SDREN.
  • Conduct account lookups via read-only AD and coordinate status changes with delegated authorities.
  • Manage IP assignments via the IPA database and validate MAC addresses to ensure separation of duties.
  • Use ServiceNow daily for incident routing, service request fulfillment, and workflow automation.
  • Monitor Cisco ISE and Splunk dashboards for device profiling and compliance with Quarantine/Comply-to-Connect (C2C) policies.
  • Oversee the secure lifecycle of physical access tokens, including ordering, issuing, and revoking SIPR and ALT tokens.
  • Develop and maintain SOPs for user assistance to ensure compliant processes.

Qualifications

  • High School Diploma required
  • Two to five (2-5) years of hands-on experience in LAN/WAN computer system installation, maintenance, and administration.
  • Active DoD 8570 IAT Level II certification (e.g., Security+ CE, CySA+, CCNA Security) required at the time of hire.
  • Familiarity with Department of Defense networking environments, protocols, and security accreditation standards.
  • Exceptional ability to convey technical information effectively to both technical and non-technical users.

Physical Demands:

  • Must be able to lift up to 10-15 pounds 
  • Must be able to stand and walk for prolonged amounts of time
  • Must be able to twist, bend and squat periodically

SECURITY CLEARANCE REQUIREMENTS: Must be able to obtain and maintain a security clearance at the Secret level. US Citizenship is a requirement for this contract. 

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About the Company

B

Bowhead / UIC Technical Services

UIC Government Services (UICGS) and its Bowhead family of companies are a division of Ukpeaġvik Iñupiat Corporation (UIC), an Alaskan Native Corporation (ANC). UIC is one of the largest ANC’s in Alaska, and combined with UICGS/Bowhead, we offer a wide variety of services to defense and civilian government agencies that reach across multiple disciplines, the U.S., and the world. With our excellent management team and great range of services in the areas of Information Technology, Logistics & Marine, Manufacturing & Products, Program Management and Operations, and Systems & Technology, we perform over 250 contracts worldwide with innovative business solutions in areas such as engineering, maintenance services, manufacturing, information technology, program support, logistics/base support, and procurement. Collectively, our 3,500+ employees of the Bowhead family of companies, UIC, UIC Government Services, UIC Government Construction, and UIC Commercial remain committed to delivering quality results to ensure our customers’ success. Headquartered in Virginia, we are a fast-growing, multi-million-dollar corporation consistently recognized as one of the top 25 8(a) certified small business companies for government contracting.

COMPANY SIZE
2,500 to 4,999 employees
INDUSTRY
Real Estate/Property Management
EMPLOYEE BENEFITS
Employee Referral Program, Flexible Spending Accounts, Tuition Reimbursement, Life Insurance, Military Leave, Professional Development, 401K
FOUNDED
1999
WEBSITE
https://www.bowheadsupport.com/