Tier 2 Helpdesk Technician

Overview Tier 2 Helpdesk Technician (EITAAS-2026-24727): Bowhead seeks a Tier 2 Helpdesk Technician that will provide multiple tier support to end users. They will support a newly awarded contract providing the initial set up and operational expansion of the Wave 1 Enterprise Service Desk, Unified Endpoint Management, and Enterprise Support Services. Responsibilities Essential functions will include: Answering questions about installation, operation, configuration, customization and usage of assigned products installed on Windows10 Computers. Applying advanced diagnostic techniques to identify problems, investigate causes and recommend solutions to correct common failures. Specific support consists of troubleshooting hardware, software, and network related issues encountered by users. Hardware support includes, but not limited to Intel x86 based PCs, overhead projectors, soft boards, telecommunications, laser and inkjet printers, scanners, and Common Access Cards (CAC). Software support includes, but not limited to Windows operating systems currently supported by Microsoft, Microsoft Office Suite, and various specialty engineering and scientific development tools. Installation of new software releases, system upgrades, evaluation and installation of patches and to resolve software related issues and Information Assurance Vulnerabilities (IAVs). Systems Administrator will coordinate with the Corporate IT Help Desk to maintain the established Incident Tickets and Change Request process to track support using Remedy. Assist with the maintenance and monitoring of the organizational mailbox to ensure that all users receive timely support in response to their requests for assistance. Maintain and develop IT related procedures required to support the organization. Support also includes working with the organizations Information Assurance Officer (IAO) for achieving system accreditation. Provide recommendation to future IT needs of the organization. Maintain data files and monitors system configuration to ensure data integrity. Assist in the preparation of a monthly progress and status report. Qualifications One plus(1+) years of professional experience DoD Directive 8570.1 Information Assurance Technical Level II certification required (i.e., Security+ CE, GSEC, SSCP, or CCNA‑Security). High school diploma or equivalent required Demonstrates strong troubleshooting skills along with strong analytical and problem solving skills. Must have the ability to multi‑task and assist others to resolve IT related issues is essential. Knowledge in the installation, maintenance, and administration of computer systems in a LAN/WAN environment highly sought. Requires a strong understanding of current Microsoft supported Windows operating systems. An understanding of Linux operating systems is desirable; but not required. Requires a high level of competency in both written and oral communications skills is strongly desired with ability to work in a team environment. Familiarity with the Department of Defense (DOD) networking and security accreditation processes and procedures is preferred. A working knowledge of Windows Active Directory is required. A working knowledge of current Security Technical Implementation Guides (STIGs) and Risk Management Framework (RMF). Physical Demands: 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 SECURITY CLEARANCE REQUIREMENTS: Must currently hold a security clearance at the Secret level. US Citizenship is a requirement for Secret clearance at this location. #J-18808-Ljbffr