Overview
Bowhead is seeking customer-focused IT professionals to support the Department of the Air Force Enterprise Information Technology as a Service program. The Computer Systems Analyst I serves as a front-line technical support specialist for Airmen, Guardians, and authorized users across the enterprise. This role receives, documents, troubleshoots, resolves, and escalates incidents while maintaining accurate records and a professional customer experience.
Responsibilities
Provide first-contact technical support for user accounts, endpoints, Microsoft operating systems, Microsoft 365 applications, approved Department of the Air Force software, network connectivity, and common enterprise services.
Receive and document incidents and service requests in ServiceNow, including troubleshooting steps, actions taken, resolution details, and required escalation information.
Apply approved troubleshooting procedures, knowledge articles, scripts, and diagnostic tools to resolve issues at the lowest appropriate support level.
Maintain ownership of assigned tickets through resolution or proper transfer, while meeting established service-level, quality, first-contact resolution, and customer-service expectations.
Use remote support tools and approved administrative resources to investigate and resolve end-user issues.
Create, update, and recommend knowledge base content when recurring issues or process gaps are identified.
Participate in cross-training, team briefings, quality reviews, coaching sessions, and role-based qualification activities.
Protect sensitive information and follow all cybersecurity, privacy, records-management, and acceptable-use requirements.
Perform other mission-related service desk duties as assigned.
Qualifications
Required
High school diploma or equivalent.
Five or more years of relevant technical support experience. A bachelor's degree in a relevant field may substitute for up to five years of relevant experience.
CompTIA Security+ or another approved DoD 8140 IAT Level II certification at the time of hire.
Working knowledge of end-user computing, Windows operating systems, Microsoft Office products, account access, common peripherals, and basic network troubleshooting.
Ability to communicate clearly and professionally in writing and by telephone.
Ability to work effectively in a structured, team-oriented, high-volume support environment.
Ability to learn new technologies, procedures, and Department of the Air Force support tools quickly.
Desired
Active DoD Secret clearance.
Experience supporting a federal, defense, or other regulated enterprise environment.
Experience with ServiceNow or a comparable IT service management platform.
CompTIA A+, Network+, Microsoft, ITIL, or other relevant technical certifications.
Experience with remote support tools, knowledge management, call-center operations, or performance-based service desk environments.
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.
CompTIA Security+ or another approved DoD 8140 IAT Level II certification is required at the time of hire. There is no post-hire grace period.
Employment is contingent upon completion of applicable security, suitability, access, and credentialing requirements, including eligibility for a Common Access Card and AFNET access.
This is a full-time, exempt salaried management position. Final compensation reflects relevant experience, leadership background, certifications, education, and work location.
LI-GC1
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. 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 postershere (https://www.eeoc.gov/sites/default/files/2023-06/22-088\EEOC\KnowYourRights6.12ScreenRdr.pdf) .
All candidates must apply online at www.uicalaska.com , 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 www.uicalaska.com/careers/recruitment/ .
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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ID 2026-25693
Category Information Technology
Location : Location US-OK-Oklahoma City
SCA Hourly Rate USD $61,000.00/Yr.
Min USD $61,000.00/Yr.
Max USD $71,000.00/Yr.
Clearance Level Must Be Able to Obtain Secret
Minimum Clearance Required Secret
Travel Requirement Less than 10%
