Tier 1 Helpdesk Technician

Bowhead seeks a Tier 1 Helpdesk Technician to support the 24/7 Enterprise Service Desk for the DoD Air Force EITaaS contract. The role centers on first contact triage, basic troubleshooting, incident categorization and routing, and documenting in ServiceNow.

Overview

Bowhead Logistics Management LLC, a UIC Government Services company, is seeking IT professionals to join its Enterprise Service Desk (ESD) as a Helpdesk Technician 1. Bowhead supports the Enterprise Information Technology as a Service (EITaaS) contract for the Department of the Air Force as a Contractor Team Arrangement (CTA) partner, helping transform Air Force IT toward an enterprise service delivery model. This is a first-contact triage position, focusing on initial assessment and routing of requests.

Responsibilities

• Initial Assessment and Categorization: Quickly evaluate incoming requests to identify nature and urgency, then categorize and route them to the appropriate support tier.
• First-Line Troubleshooting: Guide users through basic solutions to resolve simple issues on first contact, directing to self-help resources when suitable.
• Escalation Management: Recognize complex issues requiring deeper investigation and escalate to specialized teams with clear, detailed documentation.
• ServiceNow Proficiency: Use ServiceNow to track incidents, manage tickets, and document accurately to maintain efficient workflow.
• Process Improvement: Identify patterns in recurring issues and provide feedback to improve triage processes and desk performance.

Requirements

• Capable of obtaining and maintaining a DoD Secret clearance and eligible for a Common Access Card (CAC).
• High school diploma or equivalent required, plus 2+ years of technical experience (an Associate’s degree in a relevant field may substitute for 2 years of experience).
• Strong verbal and written communication skills, with the ability to convey technical information clearly.
• Proven ability to work effectively in a collaborative, team-oriented environment.
• Familiarity with Service Desk operations, including basic troubleshooting and ticket handling.
• Hands-on experience with end-user devices, common applications, and support tools.

Technologies

• ServiceNow

Benefits

• A mission that matters.
• Room to grow.
• A team that backs you.

Salary

Hourly pay range: USD 23 - 23 per hour.

Physical Demands

• Must be able to lift up to 25 pounds.
• Must be able to stand and walk for prolonged periods.
• 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.

Labor Standards and Compliance

This 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.