Tier 2 Helpdesk Technician

Bowhead•Oklahoma City, OK

1d•Hybrid

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 Enterprise Information Technology as a Service (EITaaS) contract for the Department of the Air Force. As a Contractor Team Arrangement (CTA) partner, Bowhead helps transform Air Force IT from a base-centric model into an advanced enterprise service delivery model. This is a senior, escalated-support role. You handle the complex technical problems that front-line technicians cannot resolve, and you set the standard the rest of the desk follows. You will diagnose and resolve intricate technical issues using advanced troubleshooting techniques and remote access tools, collaborating with other teams when needed to ensure complete resolution. The goal is expert-level support that keeps downtime to a minimum and customer satisfaction high. Operations run 24/7, and you will be assigned to a Day, Swing, or Night shift (detailed below), which may include weekends. As a Tier 2 technician you also mentor and cross-train Tier 1 staff, and strong performers become eligible for a hybrid schedule after demonstrating consistent quality and attendance. This position supports a 24/7 operation. The IT Helpdesk Agent will be assigned to one of the following shifts, which may include weekends: Day Shift: 8:00am - 4:30pm Swing Shift: 11:30am - 8:00pm Night Shift: 8:45pm - 5:15am These shifts, or any variation of them, may be assigned as business needs grow.

Requirements

Able to obtain and maintain a DoD Secret clearance and eligible for a Common Access Card (CAC)
High school diploma or equivalent required, plus 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 required (Security+ CE, GSEC, SSCP, or CCNA-Security)
Strong verbal and written communication skills, with the ability to convey technical information clearly
Proven 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 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, keeping problem-solving efficient.
Capture detailed solutions in the knowledge base so future issues are resolved faster and the desk runs smarter.
Use ServiceNow to manage incident tracking, ticketing, and reporting, leveraging the platform to strengthen service delivery.
Share expertise through training and workshops, raising the technical baseline across the team and supporting Tier 1 development.