Tier 1 Helpdesk Technician

Overview

Tier 1 Helpdesk Technician (EITAAS-):
Bowhead Logistics Management LLC, a UIC Government Services company, supports the Enterprise Information Technology as a Service (EITaaS) contract for the Department of the Air Force as a Contractor Team Arrangement (CTA) partner. This is a first-contact triage role and the entry point onto the desk. You are the customer’s first impression of the enterprise, responsible for quickly assessing requests, resolving what you can on the spot, and routing the rest to the right place.

You will manage and prioritize incoming support requests, judge the nature and urgency of each issue, categorize it correctly, and route it to the appropriate support tier. By walking users through basic solutions and self-help resources, you aim to resolve straightforward issues on first contact and deliver an excellent customer experience under pressure. Operations run 24/7, and you will be assigned to a Day, Swing, or Night shift (which may include weekends).

New technicians complete approximately three weeks of training, and strong performers become eligible for a hybrid schedule after demonstrating consistent quality and attendance.

• Initial Assessment and Categorization:
  Rapidly evaluate incoming requests to determine nature and urgency, then categorize and route them to the correct support tier.
• First-Line Troubleshooting:
  Guide users through basic solutions to resolve simple issues on first contact, offering self-help resources where appropriate.
• Escalation Management:
  Recognize complex issues that need deeper investigation and escalate them to specialized teams with clear, detailed documentation.
• Service Now Proficiency:
  Use Service Now to track incidents, manage tickets, and document accurately, keeping workflow clean and efficient.
• Process Improvement:
  Spot patterns in recurring issues and offer feedback that improves triage processes and overall desk performance.

Required

• 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

Desired

• An active DoD Secret or higher clearance
• DoD 8570/8140 IAT Level I, such as CompTIA A+ CE, Network+ CE, CCNA-Security, or CND (Certified Network Defender)
• Experience with Service Now or a similar IT service management tool
• Customer service experience in a high-volume contact or call center environment

• A mission that matters. The Enterprise Service Desk is the front door to Air Force IT, and the work you do keeps the enterprise moving.
• Room to grow. Bowhead invests in its people through structured training, tuition/certification reimbursement, and a clear path from Tier 1 to Tier 2 and beyond. Strong performers earn hybrid eligibility after demonstrating consistent quality and attendance.
• A team that backs you. As a UIC Government Services company, Bowhead combines the stability of an Alaska Native Corporation with a close-knit service desk culture.

• 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.

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.