Tier 1 Helpdesk Technician

Bowhead•Oklahoma City, OK

20d

About The Position

Tier 1 Helpdesk Technician (EITAAS-2025-24286): Bowhead seeks an Tier 1 Helpdesk Technician that will provide multiple tier support to end users. The ideal technician will have 2+ years of IT help desk experience with a strong background in Microsoft Office365. They will be required to answer questions or resolve computer problems for clients in person, via telephone or email. Provide assistance concerning the use of computer hardware and software, including printing, installation, word processing, electronic mail, and operating systems. The IT Helpdesk Agent will be responsible for working Day, Swing, or Night shifts which consist of the following: Day Shift: 8:00am - 4:30pm Swing Shift: 11:30am - 8:00pm Night Shift: 8:45pm - 5:15am

Requirements

Two plus(2+) years professional, relevant experience.
Associate’s Degree in Management Information Systems, Computer Science, or related field and two years of related experience. Degree may be substituted for experience on a year-to-year basis.
Ability to sit/stand for prolonged periods of time; confined to workstation.
Climbing, stooping, bending, kneeling, crouching or crawling.
Pulling or pushing.
Prolonged use of video display terminals.
Use of hands to finger, handle or feel; hands, arms, feet and legs. Sequentially or simultaneous with repetition.
Ability to Id and distinguish colors.
Irregular work hours.
Intense concentration with few opportunities for break.
Frequent travel from primary place of work.
Unpredictable deadlines or demands for work product.
Reach/relocate items above shoulder.
Working around machinery
Exposure to extreme cold, humidity or hot temperatures; working outside.
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
Must be able to obtain or maintain a security clearance at the Secret level.
US Citizenship is a requirement for Secret clearance at this location.

Nice To Haves

A+ or Network+ Certificate highly preferred
Security+ Certification highly preferred

Responsibilities

Install separate LAN closet for Government NIPRNET and SIPRNet connection
Install required power and cooling to the LAN closet
Install and configure any hardware and connectivity needed for the Automated Call Distribution (ACD) system
Configure and install agent workstations with EDC/SDC images, peripheral, network connections to support on-premise and virtual service desk analysts.
Configure cues, voicemail, call record, etc.
Test configuration
Configure automation
Connect ACD to facility’s NIPRNet circuit
Establish VPN with CAC connectivity to support remote users
Support integration with ITSM system