Tier 1 Helpdesk Technician

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 escalate 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.

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