Call Center​/Help Desk Technician II

Overview

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
• Microsoft 365 environment
• Active Directory
• Azure
• Knowledge of OPSEC
• Knowledge of ITIL

Education:

• 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.