Tier 1 Helpdesk Technician

About the role

Bowhead is seeking Helpdesk Technicians for its Enterprise Service Desk (ESD) supporting the Enterprise Information Technology as a Service (EITaaS) contract for the Department of the Air Force. This first‑contact triage position is the entry point onto the desk, responsible for quickly assessing each request, resolving what can be handled on the spot, and routing the rest to the appropriate support tier. The role emphasizes delivering an excellent customer experience under pressure.

Responsibilities

• Rapidly evaluate incoming support requests to determine nature and urgency, then categorize and route them to the correct support tier.
• Guide users through basic solutions to resolve simple issues on first contact, providing self‑help resources when appropriate.
• Recognize complex issues that require deeper investigation and escalate them with clear, detailed documentation.
• Use ServiceNow (or a similar ITSM tool) to track incidents, manage tickets, and document accurately.
• Identify patterns in recurring issues and provide feedback to improve triage processes and overall desk performance.
• Complete approximately three weeks of initial training; high performers may become eligible for a hybrid schedule after demonstrating consistent quality and attendance.
• Other duties as assigned.

Requirements

• Capability to obtain and maintain a DoD Secret clearance; an In‑Scope Secret clearance is preferred.
• U.S. citizenship (required for Secret clearance at this location).
• High school diploma or equivalent (required); an Associate’s degree in a relevant field may substitute for two years of experience.
• Minimum 2 + years of technical experience (or equivalent education).
• Physical ability to lift up to 25 lb, stand and walk for prolonged periods, and twist, bend, and squat periodically.

Desired qualifications

• Active DoD Secret or higher clearance.
• DoD 8570/8140 IAT Level I certification (e.g., CompTIA A+ CE, Network+ CE, CCNA‑Security, or Certified Network Defender).
• Experience with ServiceNow or a similar IT service management tool.
• Customer service experience in a high‑volume contact or call‑center environment.

Skills

• Strong verbal and written communication skills; ability to convey technical information clearly.
• Collaborative, team‑oriented work style.
• Familiarity with service‑desk operations, basic troubleshooting, and ticket handling.
• Hands‑on experience with end‑user devices, common applications, and support tools.

Pay

Set rate: $23.40 per hour. Salary is a general guideline; final offers consider scope and responsibilities, candidate experience, education/training, key skills, internal equity, and market considerations.

Schedule

• Day Shift: 8:00 am – 4:30 pm
• Swing Shift: 11:30 am – 8:00 pm
• Night Shift: 8:45 pm – 5:15 am
• Shifts may include weekends and can vary as business needs grow.