Help Desk SME

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; its 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.

• 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.

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