Tier 2 Helpdesk Technician

Overview

Tier 2 Helpdesk Technician (EITAAS-2026-25367):

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.

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.

Qualifications

Required

• 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)

What You Can Expect at Bowhead

A mission that matters. The Enterprise Service Desk is the front door to Air Force IT, and the work you do keeps the enterprise moving.

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.

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 or maintain a security clearance at the Secret level. US Citizenship is a requirement for Secret clearance at this location.

This position is covered by the Service Contract Labor Standards (SCA). Pay and benefits meet or exceed the minimum amounts set in the Department of Labor wage determination applicable to the work location and incorporated into the contract.