Tier 1 Helpdesk Technician

Job Summary

Tier 1 Helpdesk Technician (EITAAS-):
Bowhead Logistics Management LLC, a UIC Government Services company, is seeking driven IT professionals to join its Enterprise Service Desk (ESD) as a Helpdesk Technician
1. This first‑contact triage role is the entry point onto the desk, responsible for quickly assessing each request, resolving what can be handled on the spot, and routing the remainder to the appropriate support tier.

• Day Shift: 8:00am - 4:30pm
• Swing Shift: 11:30am - 8:00pm
• Night Shift: 8:45pm - 5:15am

• 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 elevate 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.

• Structured training and tuition/certification reimbursement.
• Clear path from Tier 1 to Tier 2 and beyond.
• Hybrid eligibility for strong performers after demonstrating consistent quality and attendance.
• Medical, dental, vision, life insurance, accidental death and dismemberment, short/long‑term disability, and 401(k) retirement plans.
• Paid time off programs for eligible full‑time employees. Eligible part‑time employees may participate in the 401(k) retirement plans and state or contract required paid time off programs.

• 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.

Must be able to obtain or maintain a security clearance at the Secret level. US citizenship is required for Secret clearance at this location.

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/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 here.

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, 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.

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.

Location US-OK-Oklahoma City

SCA Hourly Rate USD $23.40/Hr.

Travel Requirement Less than 10%

Category Information Technology