Tier 2 Helpdesk Technician

This is a senior, escalated-support role. You handle the complex technical problems that front-line technicians cannot resolve, and you set the standard the rest of the desk follows.

You will diagnose and resolve intricate technical issues using advanced troubleshooting techniques and remote access tools, collaborating with other teams when needed to ensure complete resolution. The goal is expert-level support that keeps downtime to a minimum and customer satisfaction high.

Operations run 24/7, and you will be assigned to a Day, Swing, or Night shift (detailed below), which may include weekends. As a Tier 2 technician you also mentor and cross-train Tier 1 staff, and strong performers become eligible for a hybrid schedule after demonstrating consistent quality and attendance.

This position supports a 24/7 operation. The IT Helpdesk Agent will be assigned to one of the following shifts, which may include weekends:

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

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

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

These shifts, or any variation of them, may be assigned as business needs grow.

Responsibilities

Essential functions will include

• Complex Issue Diagnosis: Apply advanced troubleshooting techniques to resolve technical issues that front-line support cannot address.
• Remote Access and Tools: Use remote access tools to investigate and resolve issues without a physical visit, keeping problem-solving efficient.
• Documentation and Knowledge Sharing: Capture detailed solutions in the knowledge base so future issues are resolved faster and the desk runs smarter.
• ServiceNow Proficiency: Use ServiceNow to manage incident tracking, ticketing, and reporting, leveraging the platform to strengthen service delivery.
• Mentoring and Cross-Training: Share expertise through training and workshops, raising the technical baseline across the team and supporting Tier 1 development., Where driving may be required or where a rental car must be obtained for business travel purposes, applicants must have a valid driver license for this position and will be subject to verification. In addition, the applicant must pass an in-house, online, driving course to be authorized to drive for company purposes.

UIC is an equal opportunity employer. We evaluate qualified applicants without regard to race, age, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other protected characteristics EOE/D/V. In furtherance, pursuant to The Alaska Native Claims Settlement Act 43 U.S.C. Sec. 1601 et seq., and federal contractual requirements, UIC and its subsidiaries may legally grant certain preference in employment opportunities to UIC Shareholders and their Descendants, based on the provisions contained within The Alaska Native Claims Settlement Act. Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities. Please view Equal Employment Opportunity postershere (https://www.eeoc.gov/sites/default/files/2023-06/22-088_EEOC_KnowYourRights6.12ScreenRdr.pdf) .

All candidates must apply online at www.uicalaska.com , and submit a completed application for all positions they wish to be considered. Once the employment application has been completed and submitted, any changes to the application after submission may not be reviewed. Please contact a UIC HR Recruiter if you have made a significant change to your application. In accordance with the Americans with Disabilities Act of 1990 (ADA), persons unable to complete an online application should contact UIC Human Resources for assistance www.uicalaska.com/careers/recruitment/ .

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)

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.

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• Able to obtain and maintain a DoD Secret clearance and eligible for a Common Access Card (CAC)
• High school diploma or equivalent required, plus 6-10 years of technical experience (a Bachelor's degree in a relevant field may substitute for 5 years of experience)
• DoD 8570/8140 IAT Level I Information Assurance Technical (IAT) Level II certification required (Security+ CE, GSEC, SSCP, or CCNA-Security)
• 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 troubleshooting and ticket handling
• Hands-on experience with end-user devices, common applications, and support tools

Desired

• An active DoD Secret or higher clearance
• Experience with ServiceNow or a similar IT service management tool
• Knowledge of remote deskside support tools such as BeyondTrust, TeamViewer, and Remote Desktop Protocol (RDP), * 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 or maintain a security clearance at the Secret level. US Citizenship is a requirement for Secret clearance at this location., Applicants may be subject to a pre-employment drug & alcohol screening and/or random drug screen, and must follow UIC's Non-DOT Drug & Alcohol Testing Program requirements. If the position requires, an applicant must pass a pre-employment criminal background history check. All post-secondary education listed on the applicant's resume/application may be subject to verification.

Bowhead Logistics Management LLC, a UIC Government Services company, is seeking an experienced Enterprise Service Desk Helpdesk Technician 2 to support the Enterprise Information Technology as a Service (EITaaS) contract for the Department of the Air Force. As a Contractor Team Arrangement (CTA) partner, Bowhead helps transform Air Force IT from a base-centric model into an advanced enterprise service delivery model., Room to grow. Bowhead invests in its people through structured training,tuition/certification reimbursement, and a clear path from Tier 1 to Tier 2 and beyond. Strong performers earn hybrid eligibility after demonstrating consistent quality and attendance. A team that backs you. As a UIC Government Services company, Bowhead pairs the stability of an Alaska Native Corporation with the close-knit culture of a service desk that looks out for one another.