Tier 2 Helpdesk Technician

About the role

Bowhead Logistics Management LLC, a UIC Government Services company, is seeking an experienced Enterprise Service Desk Helpdesk Technician 2 to support the Enterprise Information Technology as a Service (EITaaS) contract for the Department of the Air Force. This is a senior, escalated-support role.

Responsibilities

• Apply advanced troubleshooting techniques to resolve technical issues that front-line support cannot address.
• Use remote access tools to investigate and resolve issues without a physical visit, keeping problem-solving efficient.
• Capture detailed solutions in the knowledge base so future issues are resolved faster and the desk runs smarter.
• Use ServiceNow to manage incident tracking, ticketing, and reporting, leveraging the platform to strengthen service delivery.
• Mentor and cross-train Tier 1 staff, sharing expertise through training and workshops.

Requirements

• Able to obtain and maintain a DoD Secret clearance and eligible for a Common Access Card (CAC).
• A high school diploma or equivalent required, plus 6-10 years of technical experience (a Bachelor’s degree in a relevant field may substitute for 5 years of experience).
• DoD 8570/8140 IAT Level I 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.
• Promised 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 with ServiceNow or a similar IT service management tool.
• Knowledge of remote deskside support tools such as BeyondTrust, TeamViewer, and Remote Desktop Protocol (RDP).

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.

Skills

• Complex Issue Diagnosis
• Remote Access and Tools
• Documentation and Knowledge Sharing
• ServiceNow Proficiency
• Mentoring and Cross-Training

Pay

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.