Tier 1 Helpdesk Tech — DoD-Cleared, 24/7 Shifts

uiccareers-uicalaska; Oklahoma City (OK); On-site; USD 27,000 - 38,000; Full time

Job summary

Bowhead seeks Helpdesk Technicians to join its Enterprise Service Desk (ESD) supporting the Enterprise Information Technology as a Service (EITaaS) contract for the Department of the Air Force as a Contractor Team Arrangement (CTA) partner. This is the entry point on the desk, responsible for quick triage, basic resolution, and routing more complex issues to the right specialists.

Operations run 24/7, with Day, Swing, or Night shifts and potential hybrid scheduling after demonstrated

Qualifications

• Must be able to obtain and maintain a DoD Secret clearance and CAC eligibility.
• High school diploma or equivalent; 2+ years of technical experience; an Associate’s degree may substitute.
• Strong verbal and written communication; ability to convey technical information clearly.
• Proven ability to work effectively in a collaborative, team-oriented environment.
• Familiarity with Service Desk operations, basic troubleshooting and ticket handling.
• Hands-on experience with end-user devices, common applications, and support tools.

Responsibilities

• Rapidly evaluate incoming 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, offering self-help resources where appropriate.
• Recognize complex issues that need deeper investigation and elevate them to specialized teams with clear, detailed documentation.
• Use ServiceNow to track incidents, manage tickets, and document accurately, keeping workflow clean and efficient.
• Spot patterns in recurring issues and offer feedback that improves triage processes and overall desk performance.
• Other duties as assigned.

Skills

DoD clearance

Communication

Teamwork

Service desk basics

End-user devices

Education

High school diploma or equivalent

Tools

ServiceNow

Job description

Bowhead seeks Helpdesk Technicians to join its Enterprise Service Desk (ESD) supporting the Enterprise Information Technology as a Service (EITaaS) contract for the Department of the Air Force as a Contractor Team Arrangement (CTA) partner. This is the entry point on the desk, responsible for quick triage, basic resolution, and routing more complex issues to the right specialists.

Operations run 24/7, with Day, Swing, or Night shifts and potential hybrid scheduling after demonstrated