Tier 2 Helpdesk Technician

UIC Alaska • Oklahoma City, OK

3d

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. This senior, escalated-support role resolves complex technical problems that front-line technicians cannot resolve and helps set the service desk’s technical standards. The technician uses advanced troubleshooting techniques and remote access tools, collaborating with other teams as needed to achieve complete resolutions, minimize downtime, and maintain customer satisfaction.

The position supports a 24/7 operation and is assigned to a day, swing, or night shift, potentially including weekends. Listed shift hours are 8:00 a.m.–4:30 p.m., 11:30 a.m.–8:00 p.m., and 8:45 p.m.–5:15 a.m.; shifts or variations may change as business needs grow. The technician also mentors and cross-trains Tier 1 staff. Strong performers may become eligible for a hybrid schedule after demonstrating consistent quality and attendance.

The target hourly rate is $30.85. The role requires the ability to obtain and maintain a DoD Secret clearance; U.S. citizenship is required for a Secret clearance at this location. Bowhead describes structured training, tuition and certification reimbursement, and career progression opportunities. Physical demands include lifting up to 25 pounds, standing and walking for prolonged periods, and periodically twisting, bending, and squatting.

Requirements

• High school diploma or equivalent.
• 6–10 years of technical experience; a bachelor’s degree in a relevant field may substitute for 5 years of experience.
• DoD 8570/8140 IAT Level I Information Assurance Technical (IAT) Level II certification, such as Security+ CE, GSEC, SSCP, or CCNA-Security.
• Ability to obtain and maintain a DoD Secret security clearance.
• U.S. citizenship, required for a Secret clearance at this location.
• Eligibility for a Common Access Card (CAC).
• Strong verbal and written communication skills, including the ability to convey technical information clearly.
• Ability to work effectively in a collaborative, team-oriented environment.
• Familiarity with service desk operations, including troubleshooting and ticket handling.
• Hands-on experience with end-user devices, common applications, and support tools.

Nice To Haves

• An active DoD Secret or higher security 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 resolve technical issues that front-line support cannot address.
• Use remote access tools to investigate and resolve issues without 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 resolution of technical issues.

Benefits

• Structured training.
• Tuition and certification reimbursement.
• Career progression opportunities 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