Tier 1 Helpdesk Technician

About the role

Bowhead Logistics Management LLC, a UIC Government Services company, is seeking a Tier 1 Helpdesk Technician to join its Enterprise Service Desk (ESD) as part of the EITaaS contract for the Department of the Air Force. This role is a first-contact triage position, managing and prioritizing incoming support requests and delivering an excellent customer experience under pressure.

Responsibilities

• 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.
• ServiceNow Proficiency: Use ServiceNow 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.

Requirements

• 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

Qualifications

• High school diploma or equivalent required
• 2+ years of technical experience (or an Associate’s degree in a relevant field)

Skills

• 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 ServiceNow or a similar IT service management tool
• Customer service experience in a high-volume contact or call center environment

Benefits

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: 11:30am - 8:00pm, Night Shift: 8:45pm - 5:15am. These shifts, or any variation of them, may be assigned as business needs grow.

Pay

The 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.

Schedule

Operations run 24/7, and you will be assigned to a Day, Swing, or Night shift (detailed above), which may include weekends.