Overview
Bowhead is seeking customer-focused IT professionals to support the Department of the Air Force Enterprise Information Technology as a Service program. The Computer Systems Analyst I serves as a front-line technical support specialist for Airmen, Guardians, and authorized users across the enterprise. This role receives, documents, troubleshoots, resolves, and escalates incidents while maintaining accurate records and a professional customer experience.
Responsibilities
- Provide first-contact technical support for user accounts, endpoints, Microsoft operating systems, Microsoft 365 applications, approved Department of the Air Force software, network connectivity, and common enterprise services.
- Receive and document incidents and service requests in ServiceNow, including troubleshooting steps, actions taken, resolution details, and required escalation information.
- Apply approved troubleshooting procedures, knowledge articles, scripts, and diagnostic tools to resolve issues at the lowest appropriate support level.
- Maintain ownership of assigned tickets through resolution or proper transfer, while meeting established service-level, quality, first-contact resolution, and customer-service expectations.
- Use remote support tools and approved administrative resources to investigate and resolve end-user issues.
- Create, update, and recommend knowledge base content when recurring issues or process gaps are identified.
- Participate in cross-training, team briefings, quality reviews, coaching sessions, and role-based qualification activities.
- 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.
- Five or more years of relevant technical support 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.
- Working knowledge of end-user computing, Windows operating systems, Microsoft Office products, account access, common peripherals, and basic network troubleshooting.
- Ability to communicate clearly and professionally in writing and by telephone.
- Ability to work effectively in a structured, team-oriented, high-volume support environment.
- Ability to learn new technologies, procedures, and Department of the Air Force support tools quickly.
Desired
- Active DoD Secret clearance.
- Experience supporting a federal, defense, or other regulated enterprise environment.
- Experience with ServiceNow or a comparable IT service management platform.
- CompTIA A+, Network+, Microsoft, ITIL, or other relevant technical certifications.
- Experience with remote support tools, knowledge management, call-center operations, or performance-based service desk environments.
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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