Computer Systems Analyst II

About the role

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.

Responsibilities

• Resolve complex incidents that exceed front-line support capability
• Provide technical guidance to team members
• Document repeatable solutions
• Support reliable restoration of enterprise services
• 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

Requirements

• 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

Qualifications

• 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

Skills

• Physical Demands: Must be able to lift up to 25 pounds, stand and walk for prolonged amounts of time, twist, bend and squat periodically

Benefits

• Final compensation reflects relevant experience, leadership background, certifications, education, and work location

Pay

Final compensation reflects relevant experience, leadership background, certifications, education, and work location.

Schedule

This is a full-time, exempt salaried management position.