Tier 2 Helpdesk Technician

UIC Government Services and the Bowhead Family of Companies

Oklahoma City (OK)

On-site

USD 39,000 - 44,000

Full time

11 days ago

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Job summary

UIC Government Services and the Bowhead Family of Companies seeks an experienced Tier 2 Enterprise Service Desk Helpdesk Technician for the EITaaS contract with the Department of the Air Force. The role focuses on advanced troubleshooting, remote diagnostics, and mentoring Tier 1 staff in a 24/7 environment.

The ideal candidate will hold a DoD Secret clearance, DoD 8570/8140 IAT II certs, and strong communication skills to operate across teams and document solutions for the knowledge base.

Qualifications

Must hold DoD Secret clearance or ability to obtain
6–10 years of technical experience (Bachelor’s may substitute for 5 years)
DoD 8570/8140 IAT Level II certificationRequired (Security+ CE, GSEC, SSCP, or CCNA-Security)

Responsibilities

Complex Issue Diagnosis using advanced troubleshooting techniques
Use remote access tools to investigate and resolve issues
Document solutions in the knowledge base for future reference
Proficient ServiceNow use for incident tracking and reporting
Mentor and cross-train Tier 1 staff to raise the team baseline

Skills

Strong communication

Team-oriented

Advanced troubleshooting

Remote diagnostics

Education

High school diploma or equivalent (Bachelor’s may substitute)

Bachelor’s degree substitute for 5 years experience

Tools

ServiceNow

BeyondTrust

TeamViewer

RDP

Job description

Overview

Tier 2 Helpdesk Technician (EITAAS-2026-25367):

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.

Responsibilities

Essential functions will include:

Complex Issue Diagnosis: Apply advanced troubleshooting techniques to resolve technical issues that front-line support cannot address.
Remote Access and Tools: Use remote access tools to investigate and resolve issues without a physical visit, keeping problem-solving efficient.
Documentation and Knowledge Sharing: Capture detailed solutions in the knowledge base so future issues are resolved faster and the desk runs smarter.
ServiceNow Proficiency: Use ServiceNow to manage incident tracking, ticketing, and reporting, leveraging the platform to strengthen service delivery.
Mentoring and Cross-Training: Share expertise through training and workshops, raising the technical baseline across the team and supporting Tier 1 development.

Qualifications

Required

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

Desired

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)

What You Can Expect at Bowhead

A mission that matters. The Enterprise Service Desk is the front door to Air Force IT, and the work you do keeps the enterprise moving.

Room to grow. Bowhead invests in its people through structured training, tuition/certification reimbursement, and a clear path from Tier 1 to Tier 2 and beyond. Strong performers earn hybrid eligibility after demonstrating consistent quality and attendance.

A team that backs you. As a UIC Government Services company, Bowhead pairs the stability of an Alaska Native Corporation with the close-knit culture of a service desk that looks out for one another.

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 be able to obtain or maintain a security clearance at the Secret level. US Citizenship is a requirement for Secret clearance at this location.

This position is covered by the Service Contract Labor Standards (SCA). Pay and benefits meet or exceed the minimum amounts set in the Department of Labor wage determination applicable to the work location and incorporated into the contract.

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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.

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.

UIC is an equal opportunity employer. Ukpeaġvik Iñupiat Corporation (UIC) considers all applicants for employment without regard to race, color, religion, creed, sex, sexual orientation, gender or gender identity, pregnancy, national origin, age, disability, military/veteran status, marital status, genetic information, or any other legally protected status EOE/D/V. Pursuant to The Alaska Native Claims Settlement Act 43 U.S.C. Sec. 1601 et seq., and subject to other state and federal requirements, UIC and its subsidiaries may legally grant certain preference in employment opportunities to UIC Shareholders and their Descendants. Please view Equal Employment Opportunity posters here .

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)

UIC Government Services (UICGS / Bowhead) provides innovative business solutions to federal and commercial customers in the areas of engineering, maintenance services, information technology, program support, logistics/base support, and procurement. Collectively, the fast-growing Bowhead Family of Companies offers a breadth of services which are performed with a focus on quality results. Headquartered in Springfield, VA, we are a fast-growing, multi-million-dollar company recognized as a top Alaska Native Corporation providing services across the Department of Defense and many federal agencies. Bowhead offers competitive benefits including medical, dental, vision, life insurance, accidental death and dismemberment, short/long-term disability, and 401(k) retirement plans as well as a paid time off programs for eligible full-time employees. Eligible part-time employees are able to participate in the 401(k) retirement plans and state or contract required paid time off programs.

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