UIC Alaska

Call Center/Help Desk Technician II

Information Technology
Position Type
Location : Location
Clearance Level Must Be Able to Obtain
Minimum Clearance Required
Travel Requirement
Less than 10%


Call Center/Help Desk Technician II (IT-2022-17683-F):


Bowhead seeks a Help Desk Technician II that will provide tier II support to end users.  The ideal technician will have 2-5 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.


  • Assist/guide personnel with step-by-step computer/network support: answer inquiries, troubleshoot, diagnose/evaluate and resolve problem.
  • Evaluate, install and/or repair problems with computer hardware, software, and peripheral equipment.
  • Monitor and track IT Help Desk request from personnel and follow up on completed task utilizing ticketing and project management systems.
  • Maintain/monitor inventory of computer/software supplies, order supplies with a purchase requisition with supervisory approval.
  • Assist other IT personnel with their job responsibilities as necessary.
  • Attend and participate in IT workshops, conferences, organizations sponsoring IT topics to exchange ideas or to gain insight/networking, continuing education workshops and webinars.
  • Perform job responsibilities with professionalism and courtesy, excellent customer & personal service.
  • Set up equipment for employee use, performing or ensuring proper installation of cables, operating systems, or appropriate software.
  • Read technical manuals, confer with users, or conduct computer diagnostics to investigate and resolve problems or to provide technical assistance and support.
  • Refer major hardware or software problems or defective products to vendors or technicians for service.
  • Assist in the development of training materials and procedures, or train users in the proper use of hardware or software.
  • Provide scheduled after hours on-call support for customers.



  • A+ or Network+ Certificate
  • 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.
  • Ability to lift objects up to 50 lbs.
  • 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: There are currently no Security Clearance requirements for this position; however, candidates must be able to successfully pass a background check.  Due to the location of this work, US Citizenship is required.  Bowhead reserves the right to change this requirement if necessitated by business needs or contractual obligations.




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