Tier 2 Helpdesk Technician

Overview Tier 2 Helpdesk Technician (EITAAS-2026-24677): 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 Answering questions about installation, operation, configuration, customization and usage of assigned products installed on Windows 10 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. Applicant Screening Applicants may be subject to a pre-employment drug & alcohol screening and/or random drug screen, and must follow UIC’s Non-DOT Drug & Alcohol Testing Program requirements. If the position requires, an applicant must pass a pre-employment criminal background history check. All post-secondary education listed on the applicant’s resume/application may be subject to verification. Driving Requirements Where driving may be required or where a rental car must be obtained for business travel purposes, applicants must have a valid driver license for this position and will be subject to verification. In addition, the applicant must pass an in-house, online, driving course to be authorized to drive for company purposes. Equal Opportunity Statement UIC is an equal opportunity employer. We evaluate qualified applicants without regard to race, age, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other protected characteristics EOE/D/V. In furtherance, pursuant to The Alaska Native Claims Settlement Act 43 U.S.C. Sec. 1601 et seq., and federal contractual requirements, UIC and its subsidiaries may legally grant certain preference in employment opportunities to UIC Shareholders and their Descendants, based on the provisions contained within The Alaska Native Claims Settlement Act. Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities. Please view Equal Employment Opportunity Posters provided by OFCCPhere ( Application Instructions All candidates must apply online at , and submit a completed application for all positions they wish to be considered. Once the employment application has been completed and submitted, any changes to the application after submission may not be reviewed. Please contact a UIC HR Recruiter if you have made a significant change to your application. In accordance with the Americans with Disabilities Act of 1990 (ADA), persons unable to complete an online application should contact UIC Human Resources for assistance Compensation Disclosure The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c) Join Our Talent Community! Join our Talent Community ( to receive updates on new opportunities and future events. ID 2026-24677 Category Information Technology Location US-OK-Oklahoma City Clearance Level Must Be Able to Obtain Secret Minimum Clearance Required Secret Travel Requirement Less than 10% #J-18808-Ljbffr