Ticketing System Support Jobs

1 job found

1mo ago

Tier 2 Helpdesk Technician

Bowhead Oklahoma City, OK

Oklahoma City, OK

1mo ago Closed

$28+/hr Full time Active Directory Application Support CAC

This position is no longer accepting applications (closed Jul 13, 2026).

Job Description

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.

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