Enterprise Service Desk Technician (SIPRNet)

About the role

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. This role helps stand up a new, centralized Secret Internet Protocol Router Network (SIPRNet) customer support capability.

Responsibilities

• 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.
• ServiceNow Proficiency: Use ServiceNow 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.

Requirements

• 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

Qualifications

• An active DoD Secret or higher clearance
• Experience supporting classified environments or SIPRNet
• Experience with ServiceNow or a similar IT service management tool

Skills

• Technical proficiency in end-user devices, common applications, and support tools
• Knowledge of ServiceNow or similar IT service management tools
• Strong communication and collaboration skills

Benefits

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.

Pay

Final compensation reflects relevant experience, leadership background, certifications, education, and work location.

Schedule

This is a full-time, exempt salaried management position. 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