Tier 1 Helpdesk Tech – 24/7 Air Force IT Support

UICGS / Bowhead Family of Companies; Oklahoma City (OK); On-site; USD 32,000 - 34,000; Full time

Job summary

Bowhead seeks Helpdesk Technicians to join its Enterprise Service Desk, supporting the Air Force IT environment as a Contractor Team Arrangement partner.

You will triage, categorize, and route requests, resolving simple issues at first contact and escalating complex problems with precise notes. Training is provided; shift work includes Day/Swing/Night and potential hybrid schedules based on performance.

Qualifications

• High school diploma or equivalent; 2+ years of technical experience.
• Must be able to obtain DoD Secret clearance; US citizenship required.
• Strong verbal and written communication; able to work in fast-paced team.
• Familiar with ServiceNow or similar ITSM tool.

Responsibilities

• Rapidly evaluate incoming requests to determine nature and urgency, categorize and route to correct support tier.
• Guide users through basic solutions to resolve simple issues on first contact with self-help resources.
• Elevate complex issues with clear documentation to specialized teams.
• Use ServiceNow to track incidents, manage tickets, and maintain clean workflow.

Skills

Customer service

IT support

Ticket handling

End-user devices

Communication

Teamwork

ServiceNow

Security clearance

Education

HS Diploma

Associate degree

Tools

ServiceNow

Job description

Bowhead seeks Helpdesk Technicians to join its Enterprise Service Desk, supporting the Air Force IT environment as a Contractor Team Arrangement partner.

You will triage, categorize, and route requests, resolving simple issues at first contact and escalating complex problems with precise notes. Training is provided; shift work includes Day/Swing/Night and potential hybrid schedules based on performance.