Help Desk Specialist

Bowhead is seeking a Help Desk Specialist to provide customer support to the Defense Biometrics Identification System (DBIDS), Marine Corps Electronic Security System (MCESS) contract in Charleston, SC. This role supports the Installation Security and Mission Assurance Branch at HQMC and MCICOM.

• Provide Tier I/II/III troubleshooting and coordinate site assistance visits relating to DBIDS operations across the Marine Corps
• Provide phone support to users to resolve issues
• Deliver Operator and Maintainer training and update training materials as required
• Track hardware inventory and manage lifecycle replacement
• Monitor cybersecurity posture, ATO/RMF status, and IA compliance
• Generate weekly and monthly reports and After-Action Reviews (AARs)
• Provide weekly briefs and monthly reports
• Provide on-site desktop support as needed, general help desk support for User Assistance
• Provide support with assigning IP addresses as requested and maintaining those IP addresses in the IPA Database
• Utilize the Remedy System (or current ticketing system) to assign and track trouble calls as appropriate
• Assist with maintenance and monitoring of the User Assistance mailbox to ensure all users receive timely support
• Participate in development and maintenance of Standard Operating Procedures (SOPs) encompassing all User Assistance activity
• Knowledge of Video Teleconferencing a plus

• Minimum of five (5) years of relevant experience
• Bachelor’s degree required
• Must possess the ability to effectively and efficiently communicate verbally with the user community
• Must be familiar with Department of Defense networking and security accreditation requirements
• Must have knowledge in installation, maintenance, and administration of computer systems in a LAN/WAN environment
• DoD 8570/8140 cybersecurity certification preferred (Security +, GSEC, CASP or CISSP)
• Ability to communicate effectively with all levels of employees and outside contacts
• Experience with using the Defense Biometrics Identification System (DBIDS) preferred
• Ability to travel extensively both domestically and internationally
• Intermediate to advanced level skills in Microsoft Office software suite (Word, Excel, Outlook, PowerPoint)
• Strong interpersonal skills and good judgment with ability to work alone or as part of a team

• Active Passport
• Ability to travel 15%, both CONUS and OCONUS
• On some occasions, overnight travel may be required

• Must be able to lift up to 10–25 pounds
• Must be able to stand and walk for prolonged periods of time
• Must be able to twist, bend, and squat periodically

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