Call Center​/Help Desk Technician II

CALL CENTER/HELP DESK TECHNICIAN II (IT-)

We are seeking an On-Site Tier II IT Support Technician to provide technical support to employees of UIC/Bowhead in King George, VA. The successful candidate will be responsible for providing in‑person, telephone, and email support to clients, resolving computer problems, and answering questions related to the use of hardware and software. The ideal candidate will have strong communication skills, technical expertise, and a customer‑centric attitude.

Essential functions will include:

• Triage, monitor and track IT Help Desk requests from employees utilizing ticketing and project management systems.
• Troubleshoot and resolve IT‑related problems promptly, either over the phone, through email, or in person, ensuring minimal disruption to workflow.
• Set up equipment for employee use, performing or ensuring proper installation of cables and appropriate software.
• Image, deploy, troubleshoot, maintain employee workstations and peripherals.
• Maintain/monitor inventory of computers/software.
• Refer major hardware or software problems or defective products to vendors for service.
• Assist other IT personnel with their job responsibilities as necessary.
• Assist in the development of training materials and procedures or train employees in the proper use of hardware or software.
• Perform job responsibilities with professionalism and courtesy, excellent customer service.
• Provide scheduled weekly rotational after‑hours on‑call support.
• Possibility of onsite support for local warehouse when necessary (less than 5 miles from base office)
• Preferred Experience:
• Windows Enterprise
• Active Directory
• Knowledge of OPSEC
• Knowledge of ITIL
• Associates Degree in Information Technology, Computer Science, or related field and three (3) years of related experience. Degree may be substituted for experience on a year-to-year basis.
• Certificates, Licenses, Registration Requirements:
• A+ or Network+ or Security + Certificate
• Physical/Mental Demands:
• Ability to sit/stand for prolonged periods of time.
• Ability to lift objects up to 50 lbs.
• Climbing, bending, kneeling, crouching, pulling, or pushing.
• Prolonged use of video display terminals.
• Reach/relocate items above shoulder.

SECURITY CLEARANCE REQUIREMENTS:
There are currently no Security Clearance requirements for this position; however, candidates must be able to successfully pass a background check. Due to the location of this work, US Citizenship is required. Bowhead reserves the right to change this requirement if necessitated by business needs or contractual obligations.