Senior Tier II Helpdesk Technician — 24/7 Escalations

UICGS / Bowhead Family of Companies; Oklahoma City (OK); On-site; USD 55,000 - 75,000; Full time

Job summary

Bowhead Logistics Management LLC is seeking a Tier 2 Enterprise Service Desk Helpdesk Technician to support the EITaaS contract for the Department of the Air Force. The role focuses on advanced troubleshooting, mentoring Tier 1 staff, and ensuring high customer satisfaction in a 24/7 environment.

Shifts include Day, Swing, or Night, with potential for hybrid eligibility after demonstrated performance. Strong DoD IT background and ServiceNow skills are required for this senior position.

Qualifications

• Must obtain/maintain DoD Secret clearance and CAC.
• High school diploma; 6–10 years of technical experience (Bachelor's degree may substitute for 5 years).
• DoD 8570/8140 IAT Level II certification required (Security+ CE, GSEC, SSCP, or CCNA-Security).
• Strong verbal and written communication; ability to convey technical information clearly.
• Familiarity with Service Desk operations and ticket handling.
• Hands-on experience with end-user devices, common applications, and support tools.

Responsibilities

• Complex issue diagnosis with advanced troubleshooting.
• Remote access tools to investigate and resolve issues.
• Documentation and knowledge sharing in the knowledge base.
• ServiceNow to manage incident tracking and reporting.
• Mentoring and cross-training Tier 1 staff.

Skills

ServiceNow

Troubleshooting

End-user support

Remote access tools

Communication

IAT Level II

Education

High school diploma or equivalent

Bachelor's degree substitution for 5 years experience

Tools

BeyondTrust

TeamViewer

RDP

ServiceNow

Job description

Bowhead Logistics Management LLC is seeking a Tier 2 Enterprise Service Desk Helpdesk Technician to support the EITaaS contract for the Department of the Air Force. The role focuses on advanced troubleshooting, mentoring Tier 1 staff, and ensuring high customer satisfaction in a 24/7 environment.

Shifts include Day, Swing, or Night, with potential for hybrid eligibility after demonstrated performance. Strong DoD IT background and ServiceNow skills are required for this senior position.