{"id":1692948,"url":"https://alion.io/job/uic-alaska-tier-2-helpdesk-technician","title":"Tier 2 Helpdesk Technician","company":{"id":2145083,"name":"UIC Alaska","domain":"uicalaska.com","url":"https://alion.io/company/uicalaska","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"iCIMS","truth_index":null},"role":"Support","role_family":"Support","seniority":"senior","employment_type":null,"work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Oklahoma City, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":67000,"max_usd":138000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":461},"experience_years_min":6,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"BeyondTrust","optional":false},{"name":"Service Desk","optional":false},{"name":"ServiceNow","optional":false}],"status":"live","first_seen_at":"2026-10-02T11:28:35Z","employer_posted_date":"2026-10-02","last_verified_at":"2026-10-22T04:49:19Z","board_verified":true,"closed_at":null,"days_open":19,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":19},"description":"Overview\nTier 2 Helpdesk Technician (EITAAS-2026-25367):\nBowhead Logistics Management LLC, a UIC Government Services company, is seeking an experienced Enterprise Service Desk Helpdesk Technician 2 to support the Enterprise Information Technology as a Service (EITaaS) contract for the Department of the Air Force. As a Contractor Team Arrangement (CTA) partner, Bowhead helps transform Air Force IT from a base-centric model into an advanced enterprise service delivery model.\nThis is a senior, escalated-support role. You handle the complex technical problems that front-line technicians cannot resolve, and you set the standard the rest of the desk follows.\nYou will diagnose and resolve intricate technical issues using advanced troubleshooting techniques and remote access tools, collaborating with other teams when needed to ensure complete resolution. The goal is expert-level support that keeps downtime to a minimum and customer satisfaction high.\nOperations run 24/7, and you will be assigned to a Day, Swing, or Night shift (detailed below), which may include weekends. As a Tier 2 technician you also mentor and cross-train Tier 1 staff, and strong performers become eligible for a hybrid schedule after demonstrating consistent quality and attendance.\nThis position supports a 24/7 operation. The IT Helpdesk Agent will be assigned to one of the following shifts, which may include weekends:\nDay Shift: 8:00am - 4:30pm\nSwing Shift: 11:30am - 8:00pm\nNight Shift: 8:45pm - 5:15am\nThese shifts, or any variation of them, may be assigned as business needs grow.\nResponsibilities\nEssential functions will include:\nComplex Issue Diagnosis: Apply advanced troubleshooting techniques to resolve technical issues that front-line support cannot address. \nRemote Access and Tools: Use remote access tools to investigate and resolve issues without a physical visit, keeping problem-solving efficient. \nDocumentation and Knowledge Sharing: Capture detailed solutions in the knowledge base so future issues are resolved faster and the desk runs smarter. \nServiceNow Proficiency: Use ServiceNow to manage incident tracking, ticketing, and reporting, leveraging the platform to strengthen service delivery. \nMentoring and Cross-Training: Share expertise through training and workshops, raising the technical baseline across the team and supporting Tier 1 development. \nQualifications\nRequired\nAble to obtain and maintain a DoD Secret clearance and eligible for a Common Access Card (CAC) \nHigh school diploma or equivalent required, plus 6-10 years of technical experience (a Bachelor’s degree in a relevant field may substitute for 5 years of experience) \nDoD 8570/8140 IAT Level I Information Assurance Technical (IAT) Level II certification required (Security+ CE, GSEC, SSCP, or CCNA-Security) \nStrong verbal and written communication skills, with the ability to convey technical information clearly \nProven ability to work effectively in a collaborative, team-oriented environment \nFamiliarity with Service Desk operations, including troubleshooting and ticket handling \nHands-on experience with end-user devices, common applications, and support tools \nDesired\nAn active DoD Secret or higher clearance \nExperience with ServiceNow or a similar IT service management tool \nKnowledge of remote deskside support tools such as BeyondTrust, TeamViewer, and Remote Desktop Protocol (RDP) \nWhat You Can Expect at Bowhead\nA mission that matters. The Enterprise Service Desk is the front door to Air Force IT, and the work you do keeps the enterprise moving.\nRoom to grow. Bowhead invests in its people through structured training, tuition/certification reimbursement, and a clear path from Tier 1 to Tier 2 and beyond. Strong performers earn hybrid eligibility after demonstrating consistent quality and attendance.\nA team that backs you. As a UIC Government Services company, Bowhead pairs the stability of an Alaska Native Corporation with the close-knit culture of a service desk that looks out for one another.\nPhysical Demands:\nMust be able to lift up to 25 pounds\nMust be able to stand and walk for prolonged amounts of time\nMust be able to twist, bend and squat periodically\nSECURITY 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.\nThis position is covered by the Service Contract Labor Standards (SCA). Pay and benefits meet or exceed the minimum amounts set in the Department of Labor wage determination applicable to the work location and incorporated into the contract.","description_format":"text","description_chars":4598,"description_truncated":false,"requirements":{"experience_years_min":6,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"high_school","optional":true},"security_clearance":true,"languages":[]},"benefits":["Certification reimbursement"],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Information Technology","Real Estate","Industrial Design"],"lifecycle":[{"event":"open","at":"2026-10-02T11:28:35Z"}],"visa":[],"liveness":{"score":31,"band":"fade","label":"Fading","p_open":1,"p_active":0.693,"p_room":0.45,"age_days":19,"expected_fill_days":13,"reasons":["conf:1","win:tail"],"computed_at":"2026-10-22T06:10:10Z"},"pay":null,"html_url":"https://alion.io/job/uic-alaska-tier-2-helpdesk-technician","json_url":"https://alion.io/job/uic-alaska-tier-2-helpdesk-technician.json","meta":{"generated_at":"2026-10-22T07:37:43Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":3318,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-23T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":2145083},"rest":"https://alion.io/mcp/rest/get_company?id=2145083"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fuic-alaska-tier-2-helpdesk-technician"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fuic-alaska-tier-2-helpdesk-technician"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fuic-alaska-tier-2-helpdesk-technician"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/uic-alaska-tier-2-helpdesk-technician\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fuic-alaska-tier-2-helpdesk-technician"}]}