Customer Technical Support Specialist (Help Desk)

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 a security clearance at the Secret level. US Citizenship is a requirement for this contract.