Computer Systems Analyst II

Bowhead•Oklahoma City, OK

6d•$61,000 - $71,000•Onsite

About The Position

Bowhead is seeking experienced IT professionals to provide advanced service desk support for the Department of the Air Force Enterprise Information Technology as a Service program. The Computer Systems Analyst II resolves complex incidents that exceed front-line support capability, provides technical guidance to team members, documents repeatable solutions, and supports reliable restoration of enterprise services.

Requirements

High school diploma or equivalent.
Six to ten years of relevant technical support, service desk, desktop support, systems support, or enterprise IT 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.
Demonstrated ability to troubleshoot complex end-user computing, Windows operating system, Microsoft 365, account-access, network-connectivity, peripheral, and application issues.
Experience using ticketing systems and maintaining complete, technically accurate incident documentation.
Strong written and verbal communication skills, including the ability to explain technical information to users and team members.
Ability to work independently, prioritize competing incidents, and collaborate across technical teams in a high-volume environment.
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 or higher clearance.
Experience supporting a federal, defense, or other regulated enterprise environment.
Advanced experience with ServiceNow or a comparable IT service management platform.
Experience with remote support tools such as BeyondTrust, Remote Desktop Protocol, or comparable approved platforms.
CompTIA Network+, Microsoft, ITIL, or other advanced technical certifications.
Experience mentoring technicians, performing quality reviews, developing knowledge content, or supporting problem-management activities.

Responsibilities

Diagnose and resolve complex endpoint, account, application, connectivity, configuration, and enterprise-service incidents using advanced troubleshooting methods.
Provide escalation-level support for incidents that cannot be resolved through standard front-line procedures, including remote investigation and coordination with specialized support teams.
Manage assigned incidents from acceptance through resolution, ensuring accurate documentation, appropriate prioritization, timely status updates, and effective escalation when required.
Use ServiceNow and approved technical tools to analyze trends, document findings, maintain ticket quality, and support operational reporting.
Develop, review, and improve knowledge base articles, troubleshooting guides, standard operating procedures, and reusable technical solutions.
Provide technical coaching, cross-training, and troubleshooting guidance to less-experienced service desk personnel.
Identify recurring incidents, service risks, documentation gaps, and opportunities to improve first-contact resolution and reduce customer downtime.
Collaborate with operations, systems administration, access, cybersecurity, and other support teams to achieve complete issue resolution.
Protect sensitive information and follow all cybersecurity, privacy, records-management, and acceptable-use requirements.
Perform other mission-related service desk duties as assigned.