Enterprise Service Desk Technician; SIPRNet

Position: Enterprise Service Desk Technician (SIPRNet)
Overview

Enterprise Service Desk Technician (SIPRNet) (EITAAS-):
Contingent on contract funding

Bowhead Logistics Management LLC, a UIC Government Services company, is seeking skilled Enterprise Service Desk Technicians to support the Enterprise Information Technology as a Service (EITaaS) contract for the Department of the Air Force. As a Contractor Team Arrangement (CTA) partner, Bowhead helps transform Air Force IT from a base-centric model into an advanced enterprise service delivery model.

This role helps stand up a new, centralized Secret Internet Protocol Router Network (SIPRNet) customer support capability. You will deliver front-line and escalated support from inside a secure facility at Tinker AFB, keeping classified mission systems running for the people who depend on them.

This position supports a 24/7 operation. The IT Helpdesk Agent will be assigned to one of the following shifts, which may include weekends:

Day

Shift: 8:00am-4:30pm

Swing

Shift: 11:00am-8:00pm

Responsibilities

Essential functions will include:

* Advanced Technical Support:
Resolve complex technical issues for end users, drawing on deep system and application knowledge to deliver high-quality, timely support.

* Incident Management:
Track and manage incidents from first contact through resolution, documenting thoroughly and escalating unresolved issues to protect service levels.

* Knowledge Base Enhancement:
Build and update Knowledge Base Articles (KBAs) that expand self-service options and empower users and teammates alike.

* Service Now Proficiency:
Use Service Now to manage incident tracking, ticketing, and reporting, leveraging the platform to strengthen service delivery.

* Cross-Training:
Share expertise through training and workshops, raising the technical baseline across the team.

Qualifications

Required

* Able to obtain and maintain a DoD Secret clearance and eligible for a Common Access Card (CAC)

* High school diploma or equivalent required, plus 3-5 years of technical experience (a Bachelor's degree in a relevant field may substitute for 5 years of experience)

* DoD Directive 8570.1 Information Assurance Technical (IAT) Level II certification required (Security+ CE, GSEC, SSCP, or CCNA-Security)

* 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 troubleshooting and ticket handling

* Hands-on experience with end-user devices, common applications, and support tools

Desired

* An active DoD Secret or higher clearance

* Experience supporting classified environments or SIPRNet

* Experience with Service Now or a similar IT service management tool

What You Can Expect at Bowhead

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 pairs the stability of an Alaska Native Corporation with the close-knit culture of a service desk that looks out for one another.

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.

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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