Help Desk SME

Description

Leading with our people, Digital Consultants’ mission is to deliver the highest level of professional solutions while being a trusted partner and advisor to our customers. With a culture of practicality, opportunity, and creativity, we remain dedicated to being honest, trustworthy, respectful, and ethical in everything we do. We are a certified SBA 8(a) small, disadvantaged business that supports multiple IT customers within the Federal, civilian, and private sectors. Digital Consultants also offers our employees growth opportunities, competitive wages, and a full benefits package. Our founding principles, Fairness and Common Sense, make working here more than a job; it’s the Digital family. 

Digital Consultants seeks a Help Desk Supervisor to support the United States Army West Desert Test Center (WDTC) Data Science Division (DSD) Information Technology Support Services (ITSS) contract at Dugway Proving Ground (DPG), Utah. The Help Desk Supervisor provides advanced technical support and oversight of service desk operations supporting Information Technology (IT) and Information Systems (IS) for WDTC. This position serves as the senior help desk resource, supporting customer service, incident resolution, workstation management, technology refresh activities, and operational readiness while coordinating service desk activities in accordance with Department of Defense (DoD), Army, and local requirements.

Location: Dugway, UT

Duties to include:

• Provide advanced help desk and customer support for IT and IS users.
• Oversee daily service desk operations and assist in prioritizing and assigning workload activities.
• Monitor service requests and trouble tickets to ensure timely resolution and customer satisfaction.
• Diagnose and resolve complex hardware, software, operating system, printer, mobile device, and peripheral issues.
• Support user account administration, access management, and password reset activities.
• Install, configure, maintain, and troubleshoot desktop hardware, software, and peripheral equipment.
• Support workstation deployments, relocations, upgrades, and technology refresh activities.
• Assist with troubleshooting and resolution of network-connected workstation issues.
• Document troubleshooting activities, resolutions, and service desk actions.
• Support inventory management, accountability, and lifecycle management of IT equipment.
• Assist with implementation of cybersecurity requirements and security best practices.
• Coordinate with systems administrators, network specialists, cybersecurity personnel, and Government stakeholders to resolve technical issues.
• Support development and maintenance of service desk procedures, documentation, and operational processes.
• Support testing, operational, and mission requirements as assigned.
• Provide professional customer service and technical assistance to Government personnel.

Requirements

• Clearance: Secret minimum, but must be able to complete a T5 Background Investigation.      
• Certifications:      
  • IAT II, Current IAT Level II qualification. One baseline cert: Security+ CE, SSCP, CCNA-Security, CISSP/Associate, CySA+, GICSP, CND, CASP CE, or GSEC; 
  • One CE/relevant cert: MCSA/MCSE Desktop tracks, RHCSA, A+, Linux+, or MCITP. 
  • Must maintain all certifications and training required by contract requirements throughout contract performance.
• Education: HS Diploma
• Experience: Minimum three (3) years of experience providing help desk, desktop support, or customer technical support services. 
  • Experience troubleshooting computer hardware, software, operating systems, and peripheral devices.
  • Experience supporting Microsoft Windows operating systems, Microsoft Office applications, and enterprise desktop environments.
  • Experience supporting ticketing systems, service desk operations, and customer service activities.
  • Experience coordinating service desk activities, workload management, or technical support teams preferred.
  • Experience supporting Department of Defense (DoD) Information Technology environments preferred.
  • Ability to speak, read, write, and understand English proficiently.
  • Proficiency in the use of computers, operating systems, and software required to perform assigned duties
• Physical Requirements: The candidate must be able to travel to other worksites as required and with or without reasonable accommodation, be able to sit, stand, use computers and monitors, and perform duties in an office environment for extended periods. The candidate must be able to lift up to 40 lbs. on occasion (e.g., moving a case of paper or similar task) that may occur occasionally.

 Benefits: The company offers the following benefits to permanent, full-time employees:

• Paid Time Off (PTO) 
• Group health plans 
• Income protection and supplemental benefits 
• 401(k) plan with company matching 
• Health Savings Account (HSA) 
• Flexible Spending Account (FSA) 
• Pet insurance options 
• Employee Assistance Program (EAP) 

Digital Consultants, an inclusive and welcoming company, is fully committed to hiring and retaining a diverse workforce without regard to race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), genetic information, national origin, age (40 or older), disability, veteran status or any other protected characteristic.

We provide reasonable accommodation to individuals who require assistance at any stage of the employment process. If you need assistance navigating Digital Consultants' job openings or applying for a position, please email recruiting@digiconintl.com or call 571-306-3444. Please provide your contact information so we can assist you.