Customer Technical Support Specialist (NEN)

Bowhead is seeking a Customer Technical Support Specialist (NEN) to join an onsite team in Dahlgren, VA, supporting users at the Naval Surface Warfare Center Dahlgren Division (NSWCDD). In this role, you will provide customer support and technical assistance, troubleshoot hardware, software, and network issues, and help keep support communications and core IT administration activities running smoothly.

Key Responsibilities

• Use diagnostic techniques to identify problems, investigate likely causes, and recommend solutions to resolve common failures.
• Troubleshoot issues involving hardware, software, and network systems.
• Assist with user data migrations when the user’s system is Tech Refreshed.
• Monitor the organizational mailbox to ensure users receive timely responses to support requests.
• Support public folder management, including permissions and administrator roles.
• Provide share drive management support, including administrative responsibilities, training content manager support, and configuration management duties.
• Maintain and develop IT-related procedures needed to support organizational operations.
• Support Information Management, Information Technology, and Information Assurance data calls required by the Department Information Officer (DIO).
• Provide input for preparation of a monthly progress and status report.

Requirements

• Minimum two (2) years of experience.
• High School Diploma required.
• Bachelor’s Degree preferred.
• Demonstrated troubleshooting, analytical, and problem-solving skills.
• Ability to multi-task and collaborate with others to resolve IT-related issues.
• Understanding of current Microsoft-supported Windows operating systems.
• Strong written and oral communication competency is strongly desired.
• Must be DoD 8570 IAT Level II compliant (for example, Security+) at time of hire.
• Working knowledge of Windows Active Directory and current NMCI policies and procedures is strongly desired.
• Intermediate to advanced skills in Microsoft Office (Word, Excel, Outlook, PowerPoint).
• Ability to communicate effectively with employees and external contacts.
• Strong interpersonal skills and good judgment, with the ability to work independently or as part of a team.

Targeted Salary Range

$55,000 to $65,000 per year, based on qualifications and experience.

Technology Stack

• Microsoft Windows
• DoD 8570 IAT Level II
• Security+
• Windows Active Directory
• NMCI policies and procedures
• Microsoft Office (Word, Excel, Outlook, PowerPoint)

Physical Demands

• Must be able to lift up to 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 Requirements

• Must be able to obtain and maintain a Secret security clearance.
• US Citizenship is required for Secret clearance at this location.