Call Center/Help Desk Technician IV

Full Time

  • No Travel Required

Job Description


Call Center/HelpDesk Technicain IV (NIGC-2022-17541-W):

Bowhead seeks a Business Analyst - Senior in Washington, DC to psupport National Indian Gaming Commission (NIGC) providing Information Technology services and support to seven regional locations throughout the continental United States. The DoT team manages a complex enterprise computing and communications environment, and supports MS OS Laptops, Apple OS iPads and iPhones, Internet Edge firewall service, on-site and remote office technical support, Internet access, site-to-site and encrypted Virtual Private Network (VPN), mission critical applications, VMWare, SQL Server database, MS365, and MS Azure Government (MAG) Cloud environments.

Customer Service Support entails:
End-user support for software, peripherals, and devices
Installation of specialized software
Solaris Service Desk tickets and tasks for specialized software, peripherals, and devices
End-user training support for in-house specialized software including but not limited to:
Web and SharePoint solutions
Devices Support:
Mobile Devices including but not limited to:
I-phone, I-pad, Samsung Phone
Audio visual, and video teleconference equipment
Multi-function devices that copy, fax, and print
Stand-alone printers
Deployment of new desktop and laptops hardware
Image development and support
operating system upgrades
Coordinate and communicate with NIGC personnel


  • Imaging and support of Windows laptop and desktop PCs
  • Support of Printers and Scanners
  • Installation, setup and troubleshooting of engineering and accounting software applications
  • Apple iPhone and iPad support
  • Note smartphones support
  • Personal cellular hot spots


  • Strong customer service
  • Strong problem-solving skills
  • Strong communication skills
  • 5 years of IT support 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 currently hold a security clearance at the Public Trustlevel. US Citizenship is a requirement for Public Trust clearance at this location.

In accordance with Executive Order 14042: Ensuring Adequate COVID Safety Protocols for Federal Contractors, candidates should be aware that they may be required to have received or be willing to receive the COVID-19 vaccine by date of hire.