Tier 1 Helpdesk Technician - 24/7 Triage & DoD Clearance Path

UICGS / Bowhead Family of Companies

Oklahoma City (OK)

On-site

USD 42,000 - 55,000

Full time

14 days+

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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, 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.

Qualifications

Must have high school diploma or equivalent.
Minimum 2+ years of technical experience; an Associate’s degree may substitute for 2 years of experience.

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.