UICGS / Bowhead Family of Companies · 5 hours ago
Service Desk Specialist Tier II
Quantico, VA
Contract
Onsite
Mid, Senior Level
5+ years expUICGS / Bowhead Family of Companies is seeking a Service Desk Specialist Tier II to support a customer in Quantico, VA. The role involves providing technical support for complex systems, ensuring 24/7 operational support, and maintaining various IT services while adhering to security protocols.
Information Technology & Services
No H1B
Security Clearance RequiredU.S. Citizen OnlyHiring Manager
Kyle Clack
Responsibilities
Support integration, operations, and sustainment of highly technical systems by providing technical support and acting as the communication channel between stakeholders
Have an in-depth technical knowledge of expeditionary and garrison SCINet systems, specifically SCINet network, workstation, storage, and Enterprise Service systems and connections
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
Qualification
Required
Associate's degree or 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
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
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
Company
UICGS / Bowhead Family of Companies
UIC Government Services (UICGS).
1001-5000 employees
Funding
Current Stage
Late StageLeadership Team
Mike Hundley
President
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