Tier 1 Helpdesk Technician

Overview

Tier 1 Helpdesk Technician (EITAAS-2025-23939) :

Bowhead seeks an Tier 1 Helpdesk Technician that will provide multiple tier support to end users. The ideal technician will have 2+ years of IT help desk experience with a strong background in Microsoft Office365. They will be required to answer questions or resolve computer problems for clients in person, via telephone or email. Provide assistance concerning the use of computer hardware and software, including printing, installation, word processing, electronic mail, and operating systems.

The IT Helpdesk Agent will be responsible for working Day, Swing, or Night shifts which consist of the following :

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

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

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

Responsibilities

Job duties will include but are not limited to :

• Install separate LAN closet for Government NIPRNET and SIPRNet connection
• Install required power and cooling to the LAN closet
• Install and configure any hardware and connectivity needed for the Automated Call Distribution (ACD) system
• Configure and install agent workstations with EDC / SDC images, peripheral, network connections to support on-premise and virtual service desk analysts.
• ACD Configuration
• Configure cues, voicemail, call record, etc.
• Test configuration
• Configure automation
• Connect ACD to facility's NIPRNet circuit
• Establish VPN with CAC connectivity to support remote users
• Support integration with ITSM system

Qualifications

Physical Demands :

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.

#LI-DNI