Tier 2 Helpdesk Technician

Bowhead seeks a Tier 2 Helpdesk Technician in Oklahoma City, onsite, to deliver tier 2 end-user support for Wave 1 Enterprise Service Desk, Unified Endpoint Management, and Enterprise Support Services under a new Bowhead contract.

Responsibilities

• Provide guidance on installation, operation, configuration, customization, and usage of assigned products on Windows 10 workstations.
• Apply advanced diagnostic techniques to identify issues, investigate causes, and propose solutions to fix common failures.
• Troubleshoot hardware, software, and network related issues reported by users.
• Hardware support includes Intel x86 based PCs, overhead projectors, soft boards, telecommunications equipment, laser and inkjet printers, scanners, and Common Access Cards (CAC).
• Software support includes Windows operating systems, Microsoft Office Suite, and various engineering and scientific development tools.
• Install new software releases, perform system upgrades, evaluate and install patches, and resolve software issues and Information Assurance Vulnerabilities (IAVs).
• Coordinate with the Corporate IT Help Desk to maintain the incident tickets and change request process, tracking all support activity in Remedy.
• Assist in maintaining and monitoring the organizational mailbox to ensure timely responses to user requests.
• Develop and maintain IT procedures required to support the organization.
• Collaborate with the Information Assurance Officer to achieve system accreditation.
• Provide recommendations on future IT needs of the organization.
• Maintain data files and monitor system configurations to ensure data integrity.
• Assist in preparing monthly progress and status reports.

Requirements

• Minimum of 1 year of professional experience.
• DoD 8570.1 Information Assurance Technical Level II certification required (examples: Security+ CE, GSEC, SSCP, CCNA-Security).
• High school diploma or equivalent.
• Strong troubleshooting abilities with solid analytical and problem-solving skills.
• Ability to multi-task and assist others in resolving IT issues.
• Experience with installation, maintenance, and administration of computer systems in LAN/WAN environments.
• Solid understanding of current Windows operating systems supported by Microsoft.
• Familiarity with Linux operating systems is desirable but not required.
• Strong written and verbal communication skills with the ability to work in a team.
• Familiarity with DoD networking and security accreditation processes is preferred.
• Working knowledge of Windows Active Directory is required.
• Working knowledge of Security Technical Implementation Guides (STIGs) and RMF.

Technologies

• Windows 10
• Remedy (ticketing system)
• Intel x86 based PCs
• Common Access Cards (CAC)
• Microsoft Office Suite
• Windows operating systems
• Windows Active Directory
• Linux operating systems
• Security Technical Implementation Guides (STIGs)
• Risk Management Framework (RMF)
• LAN/WAN environment

Physical Demands

• Lift up to 25 pounds
• Stand and walk for extended periods of time
• Twist, bend, and squat periodically

Security Clearance Requirements

• Current Secret level security clearance; US citizenship is required for Secret clearance at this location.