Tier 2 Helpdesk Technician

Tier 2 Helpdesk Technician (EITAAS-2024-23089):

Bowhead seeks a Tier 2 Helpdesk Technician that will provide multiple tier support to end users.  They will support a newly awarded contract providing the initial set up and operational expansion of the Wave 1 Enterprise Service Desk, Unified Endpoint Management, and Enterprise Support Services.

Essential functions will include: 

• Answering questions about installation, operation, configuration, customization and usage of assigned products installed on Windows 10 Computers.
• Applying advanced diagnostic techniques to identify problems, investigate causes and recommend solutions to correct common failures.
• Specific support consists of troubleshooting hardware, software, and network related issues encountered by users.
• Hardware support includes, but not limited to Intel x86 based PCs, overhead projectors, soft boards, telecommunications, laser and inkjet printers, scanners, and Common Access Cards (CAC).
• Software support includes, but not limited to Windows operating systems currently supported by Microsoft, Microsoft Office Suite, and various specialty engineering and scientific development tools.
• Installation of new software releases, system upgrades, evaluation and installation of patches and to resolve software related issues and Information Assurance Vulnerabilities (IAVs).
• Systems Administrator will coordinate with the Corporate IT Help Desk to maintain the established Incident Tickets and Change Request process to track support using Remedy.
• Assist with the maintenance and monitoring of the organizational mailbox to ensure that all users receive timely support in response to their requests for assistance.
• Maintain and develop IT related procedures required to support the organization.
• Support also includes working with the organizations Information Assurance Officer (IAO) for achieving system accreditation.
• Provide recommendation to future IT needs of the organization.
• Maintain data files and monitors system configuration to ensure data integrity.
• Assist in the preparation of a monthly progress and status report.

• One plus(1+) years of professional experience
• DoD Directive 8570.1 Information Assurance Technical Level II certification required(i.e., Security+ CE, GSEC, SSCP, or CCNA-Security).
• High school diploma or equivalent required
• Demonstrates strong troubleshooting skills along with strong analytical and problem solving skills.
• Must have the ability to multi-task and assist others to resolve IT related issues is essential.
• Knowledge in the installation, maintenance, and administration of computer systems in a LAN/WAN environment highly sought.
• Requires a strong understanding of current Microsoft supported Windows operating systems.
• An understanding of Linux operating systems is desirable; but not required.
• Requires a high level of competency in both written and oral communications skills is strongly desired with ability to work in a team environment.
• Familiarity with the Department of Defense (DOD) networking and security accreditation processes and procedures is preferred.
• A working knowledge of Windows Active Directory is required.
• A working knowledge of current Security Technical Implementation Guides (STIGs) and Risk Management Framework (RMF).

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 currently hold a security clearance at the Secret level.  US Citizenship is a requirement for Secret clearance at this location.

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