Field Service Representatives / Service Desk Specialists Tier II

Bowhead is seeking Field Service Representatives and Service Desk Specialists Tier II to support a Pentagon-based program. This role delivers 24x7 IT service desk and field IT support, system administration, incident management, and cybersecurity compliance from a onsite location in Arlington, VA, with a salary range of USD 100,000 to 135,000 per year. Candidates typically hold an Associate’s degree and have at least five years of relevant experience.

Responsibilities

• Create, update, and manage help desk tickets for Fleet 24x7 onsite across multiple locations: Camp Pendleton, CA; Camp Lejeune, NC; Okinawa; Pentagon; Quantico, VA; and Hawaii.
• Provide 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.
• Offer user support, guidance, troubleshooting, and training as needed.
• 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 required.
• Diagnose and resolve technical issues across systems, applications, and services following documented procedures; escalate unresolved issues to Tier 3 staff as necessary.
• Adhere to escalation protocols to ensure prompt resolutions and maintain accurate logs of troubleshooting steps.
• Provide timely updates to end users regarding incident status, ensuring high-quality customer support.
• Maintain and update internal documentation for procedures, troubleshooting steps, and known issues to ensure 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.

Requirements

• An Associate’s degree or five or more years of practical experience in service support management.
• DoD 8570 / 8140 compliance or information assurance certification as required.
• Relevant software and hardware certifications such as CompTIA A+, Network+, Security+, Cisco, Microsoft, or equivalent.
• Experience managing IT infrastructure including hardware, software, and networks.
• Proficiency in system administration for Windows and Linux environments.
• Strong troubleshooting and problem-solving abilities.
• Excellent written and verbal communication skills; ability to explain technical concepts to non-technical staff.
• Collaborative team player with the ability to work with cross-functional teams.
• Capability to manage multiple priorities in a fast-paced, deadline-driven environment.

Technologies

• Windows
• Windows Server
• Linux
• Virtual machines
• Fleet 24x7

Physical Demands

• Must be able to lift 25 pounds
• Must be able to stand and walk for prolonged periods
• Must be able to twist, bend, and squat periodically

Security Clearance

Must currently hold a Top Secret / SCI level security clearance with Counter Intelligence Polygraph. US Citizenship is required for Top Secret clearance at this location.