Tier 1 Helpdesk Technician

UIC Government Services and the Bowhead Family of Companies

Oklahoma City (OK)

On-site

USD 28,000 - 36,000

Full time

13 days ago

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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

Overview

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, helping transform Air Force IT from a base-centric model into an advanced enterprise service delivery model.

This is a first-contact triage role and the entry point onto the desk. You are the customer’s first impression of the enterprise, responsible for quickly assessing each request, resolving what you can on the spot, and routing the rest to the right place. You will manage and prioritize incoming support requests, judge the nature and urgency of each issue, categorize it correctly, and route it to the appropriate support tier. By walking users through basic solutions and self-help resources, you aim to resolve straightforward issues on first contact and deliver an excellent customer experience under pressure.

Operations run 24/7, and you will be assigned to a Day, Swing, or Night shift (detailed below), which may include weekends. These shifts, or any variation of them, may be assigned as business needs grow. New technicians complete approximately three weeks of training, and strong performers become eligible for a hybrid schedule after demonstrating consistent quality and attendance.

Day Shift: 8:00am - 4:30pm

Swing Shift: 11:30am - 8:00pm

Night Shift: 8:45pm - 5:15am

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 escalated 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.

Qualifications

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

Desired

An 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

Physical Demands

Must be able to lift up to 25 pounds
Must be able to stand and walk for prolonged amounts of time
Must be able to twist, bend and squat periodically

SECURITY CLEARANCE REQUIREMENTS

Must be able to obtain and maintain a security clearance at the Secret level. An In-Scope Secret clearance is preferred. US Citizenship is a requirement for Secret clearance at this location.

Set Rate: 23.40 an hour

Please note that the salary information is a general guideline only. Bowhead considers factors such as (but not limited to) scope and responsibilities of the position, candidate’s work experience, education/training, key skills, internal peer equity, as well as, market and business considerations when extending an offer.

UIC Government Services (UICGS / Bowhead) provides innovative business solutions to federal and commercial customers in the areas of engineering, maintenance services, information technology, program support, logistics/base support, and procurement. Collectively, the fast-growing Bowhead Family of Companies offers a breadth of services which are performed with a focus on quality results. Headquartered in Springfield, VA, we are a fast-growing, multi-million-dollar company recognized as a top Alaska Native Corporation providing services across the Department of Defense and many federal agencies. Bowhead offers competitive benefits including medical, dental, vision, life insurance, accidental death and dismemberment, short/long-term disability, and 401(k) retirement plans as well as a paid time off programs for eligible full-time employees. Eligible part-time employees are able to participate in the 401(k) retirement plans and state or contract required paid time off programs.

2026-26153