Tier 1 Helpdesk Technician

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., 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. Ukpeagvik Iñupiat Corporation (UIC) considers all applicants for employment without regard to race, color, religion, creed, sex, sexual orientation, gender or gender identity, pregnancy, national origin, age, disability, military/veteran status, marital status, genetic information, or any other legally protected status EOE/D/V. Pursuant to The Alaska Native Claims Settlement Act 43 U.S.C. Sec. 1601 et seq., and subject to other state and federal requirements, UIC and its subsidiaries may legally grant certain preference in employment opportunities to UIC Shareholders and their Descendants. Please view Equal Employment Opportunity posters here .

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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• 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, * 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., 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.