Tier 2 Helpdesk Technician

Bowhead • Oklahoma City, OK

4d

About The Position

Bowhead Logistics Management LLC, a UIC Government Services company, is seeking an experienced Enterprise Service Desk Helpdesk Technician 2 to support the Department of the Air Force’s Enterprise Information Technology as a Service (EITaaS) contract. The role supports the transformation of Air Force IT from a base-centric model to an enterprise service delivery model.

This is a senior, escalated-support position responsible for resolving complex technical issues that front-line technicians cannot address. The technician uses advanced troubleshooting methods and remote access tools, collaborates with other teams to achieve complete resolutions, and helps minimize downtime while maintaining customer satisfaction. The role also includes documenting solutions, using ServiceNow for incident and ticket management, and mentoring and cross-training Tier 1 staff.

The service desk operates 24/7. The technician will be assigned to a day, swing, or night shift, potentially including weekends. Listed shifts are Day: 8:00 a.m.–4:30 p.m.; Swing: 11:30 a.m.–8:00 p.m.; and Night: 8:45 p.m.–5:15 a.m. Shifts or variations may be assigned as business needs grow. Strong performers may become eligible for a hybrid schedule after demonstrating consistent quality and attendance.

The position requires the ability to obtain and maintain a DoD Secret clearance and eligibility for a Common Access Card (CAC). U.S. citizenship is required for Secret clearance at this location. The target hourly rate is $30.85. Physical demands include lifting up to 25 pounds, prolonged standing and walking, and periodically twisting, bending, and squatting.

Requirements

• Be able to obtain and maintain a DoD Secret clearance and be eligible for a Common Access Card (CAC).
• Have a high school diploma or equivalent and 6–10 years of technical experience; a bachelor’s degree in a relevant field may substitute for 5 years of experience.
• Hold a DoD 8570/8140 IAT Level II certification, such as Security+ CE, GSEC, SSCP, or CCNA-Security.
• Have strong verbal and written communication skills and the ability to convey technical information clearly.
• Be able to work effectively in a collaborative, team-oriented environment.
• Have familiarity with service desk operations, including troubleshooting and ticket handling.
• Have hands-on experience with end-user devices, common applications, and support tools.
• Be a U.S. citizen, as required for Secret clearance at this location.
• Be able to lift up to 25 pounds, stand and walk for prolonged periods, and periodically twist, bend, and squat.

Nice To Haves

• An active DoD Secret or higher clearance.
• Experience with ServiceNow or a similar IT service management tool.
• Knowledge of remote deskside support tools such as BeyondTrust, TeamViewer, and Remote Desktop Protocol (RDP).

Responsibilities

• Apply advanced troubleshooting techniques to diagnose and resolve technical issues that front-line support cannot address.
• Use remote access tools to investigate and resolve issues without requiring a physical visit.
• Document detailed solutions in the knowledge base to support faster resolution of future issues.
• Use ServiceNow for incident tracking, ticketing, and reporting.
• Mentor and cross-train Tier 1 staff through knowledge sharing, training, and workshops.
• Collaborate with other teams as needed to ensure complete issue resolution.

Benefits

• Structured training.
• Tuition and certification reimbursement.
• A stated path for career progression from Tier 1 to Tier 2 and beyond.
• Potential hybrid schedule eligibility for strong performers who demonstrate consistent quality and attendance.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: High school or GED