Computer Systems Analyst I

Bowhead•Oklahoma City, OK

2d•$61,000 - $71,000

About The Position

Bowhead is seeking customer-focused IT professionals to support the Department of the Air Force Enterprise Information Technology as a Service program. The Computer Systems Analyst I serves as a front-line technical support specialist for Airmen, Guardians, and authorized users across the enterprise. This role receives, documents, troubleshoots, resolves, and escalates incidents while maintaining accurate records and a professional customer experience.

Requirements

High school diploma or equivalent.
Five or more years of relevant technical support experience. A bachelor’s degree in a relevant field may substitute for up to five years of relevant experience.
CompTIA Security+ or another approved DoD 8140 IAT Level II certification at the time of hire.
Working knowledge of end-user computing, Windows operating systems, Microsoft Office products, account access, common peripherals, and basic network troubleshooting.
Ability to communicate clearly and professionally in writing and by telephone.
Ability to work effectively in a structured, team-oriented, high-volume support environment.
Ability to learn new technologies, procedures, and Department of the Air Force support tools quickly.
US Citizenship is a requirement for Secret clearance at this location.
CompTIA Security+ or another approved DoD 8140 IAT Level II certification is required at the time of hire. There is no post-hire grace period.
Employment is contingent upon completion of applicable security, suitability, access, and credentialing requirements, including eligibility for a Common Access Card and AFNET access.

Nice To Haves

Active DoD Secret clearance.
Experience supporting a federal, defense, or other regulated enterprise environment.
Experience with ServiceNow or a comparable IT service management platform.
CompTIA A+, Network+, Microsoft, ITIL, or other relevant technical certifications.
Experience with remote support tools, knowledge management, call-center operations, or performance-based service desk environments.

Responsibilities

Provide first-contact technical support for user accounts, endpoints, Microsoft operating systems, Microsoft 365 applications, approved Department of the Air Force software, network connectivity, and common enterprise services.
Receive and document incidents and service requests in ServiceNow, including troubleshooting steps, actions taken, resolution details, and required escalation information.
Apply approved troubleshooting procedures, knowledge articles, scripts, and diagnostic tools to resolve issues at the lowest appropriate support level.
Maintain ownership of assigned tickets through resolution or proper transfer, while meeting established service-level, quality, first-contact resolution, and customer-service expectations.
Use remote support tools and approved administrative resources to investigate and resolve end-user issues.
Create, update, and recommend knowledge base content when recurring issues or process gaps are identified.
Participate in cross-training, team briefings, quality reviews, coaching sessions, and role-based qualification activities.
Protect sensitive information and follow all cybersecurity, privacy, records-management, and acceptable-use requirements.
Perform other mission-related service desk duties as assigned.