Helpdesk Technician (Tier 1) - 24/7 IT Support & Triage

UIC Government Services and the Bowhead Family of Companies; Oklahoma City (OK); On-site; USD 28,000 - 36,000; Full time

Benefits offered by this job

Medical benefits

Dental benefits

Vision benefits

Life insurance

AD&D

Short/long-term disability

401(k) retirement plan

Paid time off

Job summary

UIC Government Services and the Bowhead Family of Companies seeks Helpdesk Technicians to support the EITaaS contract for the Department of the Air Force. This entry-level, first-contact triage role handles rapid evaluation, basic solutions, and routing to higher tiers in a 24/7 operation based in Oklahoma City.

You will gain training after three weeks and may move to hybrid schedules with strong performance. Shifts include Day, Swing, and Night, with weekend variations possible.

Qualifications

• High school diploma or equivalent required; 2+ years of technical experience.
• Active DoD Secret clearance is required or eligible.
• Experience with ServiceNow or similar IT service management tools.

Responsibilities

• Rapidly evaluate incoming requests to determine nature and urgency, then categorize and route to the correct support tier.
• Guide users through basic solutions to resolve simple issues on first contact, offering self-help resources.
• Recognize complex issues that need deeper investigation and escalate with clear documentation.
• Use ServiceNow to track incidents, manage tickets, and document accurately.
• Spot patterns in recurring issues and offer feedback to improve triage processes.

Skills

DoD secret clearance

2+ years technical experience

Strong verbal and written comms

Service desk operations

Team collaboration

End-user hardware experience

ServiceNow ticketing

Education

High school diploma or equivalent

Associate’s degree substituting 2 years experience

Tools

ServiceNow

IT service management tools

Job description

UIC Government Services and the Bowhead Family of Companies seeks Helpdesk Technicians to support the EITaaS contract for the Department of the Air Force. This entry-level, first-contact triage role handles rapid evaluation, basic solutions, and routing to higher tiers in a 24/7 operation based in Oklahoma City.

You will gain training after three weeks and may move to hybrid schedules with strong performance. Shifts include Day, Swing, and Night, with weekend variations possible.