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.
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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.
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