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Overview

IT Help Desk Agent (EITAAS-2024-21047):

Bowhead seeks an IT Help Desk Agent that will provide multiple tier support to end users. The ideal technician will have 2+ years of IT help desk experience with a strong background in Microsoft Office365. They will be required to answer questions or resolve computer problems for clients in person, via telephone or email. Provide assistance concerning the use of computer hardware and software, including printing, installation, word processing, electronic mail, and operating systems.

The IT Helpdesk Agent will be responsible for working Day, Swing, or Night shifts which consist of the following:

Day Shift: 8:00am - 4:30pm

Swing Shift: 11:30am - 8:00pm

Night Shift: 8:45pm - 5:15am

Responsibilities

Job duties will include but are not limited to:

• Install separate LAN closet for Government NIPRNET and SIPRNet connection

• Install required power and cooling to the LAN closet

• Install and configure any hardware and connectivity needed for the Automated Call Distribution (ACD) system

• Configure and install agent workstations with EDC/SDC images, peripheral, network connections to support on-premise and virtual service desk analysts.

• ACD Configuration• Configure cues, voicemail, call record, etc.• Test configuration• Configure automation• Connect ACD to facility’s NIPRNet circuit

• Establish VPN with CAC connectivity to support remote users

• Support integration with ITSM system

Qualifications

• A+ or Network+ Certificate highly preferred

• Security+ Certification required.

• Two plus(2+) years professional, relevant experience.

• Associate’s Degree in Management Information Systems, Computer Science, or related field and two years of related experience. Degree may be substituted for experience on a year-to-year basis.

• Ability to sit/stand for prolonged periods of time; confined to workstation.

• Climbing, stooping, bending, kneeling, crouching or crawling.

• Pulling or pushing.

• Prolonged use of video display terminals.

• Use of hands to finger, handle or feel; hands, arms, feet and legs. Sequentially or simultaneous with repetition.

• Ability to Id and distinguish colors.

• Irregular work hours.

• Intense concentration with few opportunities for break.

• Frequent travel from primary place of work.

• Unpredictable deadlines or demands for work product.

• Reach/relocate items above shoulder.

• Working around machinery

• Exposure to extreme cold, humidity or hot temperatures; working outside.

• Skills: critical thinking, active listening, complex problem solving, coordination & instruction, judgment & decision making, and monitoring.

• Knowledge: computers & electronics, customer & personal service, telecommunications, administration & management, and engineering & technology.

• Abilities: oral/written comprehension/expression, problem sensitivity, deductive & inductive reasoning, and information ordering.

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 security clearance at the Secret level. US Citizenship is a requirement for Secret clearance at this location.

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Applicants may be subject to a pre-employment drug & alcohol screening and/or random drug screen, and must follow UIC’s Non-DOT Drug & Alcohol Testing Program requirements. If the position requires, an applicant must pass a pre-employment criminal background history check. All post-secondary education listed on the applicant’s resume/application may be subject to verification.

Where driving may be required or where a rental car must be obtained for business travel purposes, applicants must have a valid driver license for this position and will be subject to verification. In addition, the applicant must pass an in-house, online, driving course to be authorized to drive for company purposes.

UIC is an equal opportunity employer. We evaluate qualified applicants without regard to race, age, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other protected characteristics EOE/AA/M/F/D/V. In furtherance, pursuant to The Alaska Native Claims Settlement Act 43 U.S.C. Sec. 1601 et seq., and federal contractual requirements, UIC and its subsidiaries may legally grant certain preference in employment opportunities to UIC Shareholders and their Descendants, based on the provisions contained within The Alaska Native Claims Settlement Act. Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities. Please view Equal Employment Opportunity Posters provided by OFCCPhere (https://www.dol.gov/agencies/ofccp/posters) .

All candidates must apply online at www.uicalaska.com, and submit a completed application for all positions they wish to be considered. Once the employment application has been completed and submitted, any changes to the application after submission may not be reviewed. Please contact a UIC HR Recruiter if you have made a significant change to your application. In accordance with the Americans with Disabilities Act of 1990 (ADA), persons unable to complete an online application should contact UIC Human Resources for assistance (https://uicalaska.com/careers/recruitment/).

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)

UIC Government Services (UICGS / Bowhead) provides innovative business solutions to federal and commercial customers in the areas of engineering, maintenance services, information technology, program support, logistics/base support, and procurement. Collectively, the fast-growing Bowhead Family of Companies offers a breadth of services which are performed with a focus on quality results. Headquartered in Springfield, VA, we are a fast-growing, multi-million-dollar company recognized as a top Alaska Native Corporation providing services across the Department of Defense and many federal agencies. Bowhead offers competitive benefits including medical, dental, vision, life insurance, accidental death and dismemberment, short/long-term disability, and 401(k) retirement plans as well as a paid time off programs for eligible full-time employees. Eligible part-time employees are able to participate in the 401(k) retirement plans and state or contract required paid time off programs.

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ID 2024-21047

Category Information Technology

Location : Location US-OK-Oklahoma City

Clearance Level Must Be Able to Obtain Secret

Minimum Clearance Required Secret

Travel Requirement Less than 10%