Customer Technical Support Specialist (RTDE)

**Overview** **Customer Technical Support Specialist (RTDE)** Bowhead seeks a Customer Technical Support Specialist to provide customer support and technical assistance to users supporting a Research, Development, Test and Evaluation Program at the Naval Surface Warfare Center Dahlgren Division (NSWCDD) in Dahlgren, VA. **Responsibilities** **The Customer Technical Support Specialist will be responsible for:** + Assist users with account creation requests in AD, password resets, and token/PKI credential troubleshooting specific to the JWICS environment. + Perform initial troubleshooting on hardware, peripherals (monitors, secure KVM switches), and software connectivity issues before escalating. + Log all user inquiries, incidents, and service requests accurately into the designated IT Service Management (ITSM) tool (ServiceNow). + Provide desktop support to users with standard desktop applications, email configuration, and mapping secure network drives or printers. + Escalate unresolved local issues to ONI Hopper or DIA service desks, providing complete diagnostic logs and user details. + Track/monitor the status of escalated tickets and provide regular updates to users regarding estimated time to resolution. + Serve as the local authoritative voice during enterprise outages, disseminating updates from ONI Hopper/DIA to the local Dahlgren workforce. + Coordinate with ONI Hopper logisticians and local command authorities for the repair, return, or replacement of defective secure terminal equipment. + Ensure all users adhere to acceptable use policies and physical security standards for secure terminals. + Assist in tracking and auditing local JWICS hardware assets to ensure accurate accountability and alignment with ONI/DIA records. + Immediately report any suspected security anomalies, unauthorized access attempts, or hardware tampering to local security officers and ONI/DIA network defense teams. + Provide basic orientation to new users regarding the correct operation of equipment and procedures for requesting support. + Other duties as assigned. **Qualifications** + Two to three (2-3) years of professional experience. + High School Diploma required, or BA/BS degree preferred + Demonstrates 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. + Preferred knowledge in the installation, maintenance, and administration of computer systems in a LAN/WAN environment. + Requires an understanding of 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. + Preferred candidates should meet DoD Directive 8570/8140 Information Assurance Technical Level II certification requirements, which include certifications such as Security+ce, GSEC, SSCP, or CCNA Security. + Familiarity with the Department of Defense (DOD) networking and security accreditation processes and procedures is required. + A working knowledge of Windows Active Directory is required. **Targeted salary range is $70,000 to $75,000 annually based on qualifications and experience.** 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 maintain security clearance at the Top Secret level and obtain Sensitive Compartmented Information (SCI). US Citizenship is a requirement for Top Secret/SCI clearance at this location. _Please note that the salary information is a general guideline only. Bowhead considers factors such as (but not limited to) scope and responsibilities of the position, candidate's work experience, education/training, key skills, internal peer equity, as well as, market and business considerations when extending an offer._ \#LI-JR1 Applicants may be subject to a pre-employment drug & alcohol screening and/or random drug screen, and must follow UIC's Non-DOT Drug & Alcohol Testing Program requirements. If the position requires, an applicant must pass a pre-employment criminal background history check. All post-secondary education listed on the applicant's resume/application may be subject to verification. Where driving may be required or where a rental car must be obtained for business travel purposes, applicants must have a valid driver license for this position and will be subject to verification. In addition, the applicant must pass an in-house, online, driving course to be authorized to drive for company purposes. UIC is an equal opportunity employer. Ukpeaġvik Iñupiat Corporation (UIC) considers all applicants for employment without regard to race, color, religion, creed, sex, sexual orientation, gender or gender identity, pregnancy, national origin, age, disability, military/veteran status, marital status, genetic information, or any other legally protected status EOE/D/V. Pursuant to The Alaska Native Claims Settlement Act 43 U.S.C. Sec. 1601 et seq., and subject to other state and federal requirements, UIC and its subsidiaries may legally grant certain preference in employment opportunities to UIC Shareholders and their Descendants. Please view Equal Employment Opportunity posters here . All candidates must apply online at www.uicalaska.com , and submit a completed application for all positions they wish to be considered. Once the employment application has been completed and submitted, any changes to the application after submission may not be reviewed. Please contact a UIC HR Recruiter if you have made a significant change to your application. In accordance with the Americans with Disabilities Act of 1990 (ADA), persons unable to complete an online application should contact UIC Human Resources for assistance www.uicalaska.com/careers/recruitment/ . The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c) UIC Government Services (UICGS / Bowhead) provides innovative business solutions to federal and commercial customers in the areas of engineering, maintenance services, information technology, program support, logistics/base support, and procurement. Collectively, the fast-growing Bowhead Family of Companies offers a breadth of services which are performed with a focus on quality results. Headquartered in Springfield, VA, we are a fast-growing, multi-million-dollar company recognized as a top Alaska Native Corporation providing services across the Department of Defense and many federal agencies. Bowhead offers competitive benefits including medical, dental, vision, life insurance, accidental death and dismemberment, short/long-term disability, and 401(k) retirement plans as well as a paid time off programs for eligible full-time employees. Eligible part-time employees are able to participate in the 401(k) retirement plans and state or contract required paid time off programs. **Join our Talent Community!** Join our Talent Community (https://talentconnect.uicalaska.com/government-services/talentcommunity) to receive updates on new opportunities and future events. Software Powered by ICIMS (https://icims.help/candidate-faq) **ID** _2026-26477_ **Category** _Information Technology_ **Location : Location** _US-VA-Dahlgren_ **Min** _USD $70,000.00/Yr._ **Max** _USD $75,000.00/Yr._ **Clearance Level Must Be Able to Obtain** _Top Secret/SCI_ **Minimum Clearance Required** _Top Secret_ **Travel Requirement** _Less than 10%_