Overview
Bowhead is seeking experienced IT professionals to provide advanced service desk support for the Department of the Air Force Enterprise Information Technology as a Service program. The Computer Systems Analyst II resolves complex incidents that exceed front-line support capability, provides technical guidance to team members, documents repeatable solutions, and supports reliable restoration of enterprise services.
Responsibilities
Diagnose and resolve complex endpoint, account, application, connectivity, configuration, and enterprise-service incidents using advanced troubleshooting methods.
Provide escalation-level support for incidents that cannot be resolved through standard front-line procedures, including remote investigation and coordination with specialized support teams.
Manage assigned incidents from acceptance through resolution, ensuring accurate documentation, appropriate prioritization, timely status updates, and effective escalation when required.
Use ServiceNow and approved technical tools to analyze trends, document findings, maintain ticket quality, and support operational reporting.
Develop, review, and improve knowledge base articles, troubleshooting guides, standard operating procedures, and reusable technical solutions.
Provide technical coaching, cross-training, and troubleshooting guidance to less-experienced service desk personnel.
Identify recurring incidents, service risks, documentation gaps, and opportunities to improve first-contact resolution and reduce customer downtime.
Collaborate with operations, systems administration, access, cybersecurity, and other support teams to achieve complete issue resolution.
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.
Six to ten years of relevant technical support, service desk, desktop support, systems support, or enterprise IT 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.
Demonstrated ability to troubleshoot complex end-user computing, Windows operating system, Microsoft 365, account-access, network-connectivity, peripheral, and application issues.
Experience using ticketing systems and maintaining complete, technically accurate incident documentation.
Strong written and verbal communication skills, including the ability to explain technical information to users and team members.
Ability to work independently, prioritize competing incidents, and collaborate across technical teams in a high-volume environment.
Desired
Active DoD Secret or higher clearance.
Experience supporting a federal, defense, or other regulated enterprise environment.
Advanced experience with ServiceNow or a comparable IT service management platform.
Experience with remote support tools such as BeyondTrust, Remote Desktop Protocol, or comparable approved platforms.
CompTIA Network+, Microsoft, ITIL, or other advanced technical certifications.
Experience mentoring technicians, performing quality reviews, developing knowledge content, or supporting problem-management activities.
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 2026-25694
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%
