Help Desk Support - SME Computer User Support Specialist

Position Title: Help Desk Support - SME Computer User Support Specialist

Location: Hill AFB, Utah (On-Site)

Clearance: ***This position requires an Active Secret Clearance***

Salary: $118,000.00 - $125,000.00

Position Summary:

Command Cyber Solutions, LLC (CCS) is seeking a highly skilled Help Desk Support - SME Computer User Support Specialist responsible for delivering exceptional technical support to end-users, ensuring system stability, security, and optimal performance across multiple platforms, including Windows, macOS, and Linux. The Service Desk Specialist will manage incident and service request tickets, troubleshoot hardware and software issues, and provide timely resolutions while adhering to ITIL best practices. The ideal candidate will thrive in a team culture rooted in Compassion, Trust, and Empathy.

Essential Duties & Responsibilities:

• Lead Help Desk ticket management for the Hill CEDC and its customer programs.
• Triage incident and work order tickets for classification and priority, perform ticket updates where required, and be the central point of contact for customers seeking status updates or scheduling information.
• Incident Management and Troubleshooting using Jira, Service Now, or equivalent tools to log, track, prioritize, and resolve incidents and service requests.
• Ability to quickly diagnose hardware, software, and network-related issues to expedite the escalating of complex cases to higher-level support or specialized teams.
• Accountable to ensure timely resolution of tickets within defined Service Level Agreements (SLAs), specifically at it pertains to Incident management.
• Monitor IT infrastructure and system performance using SolarWinds or similar monitoring tools.
• Perform basic troubleshooting and coordinate with the appropriate teams to resolve issues quickly.
• Collaborate with cross-functional teams to address system-wide issues or service disruptions.
• Other duties as assigned.

Education, Certification & Experience Requirements:

Education Required:

• Bachelor's degree in Computer Science, Information Technology, or related field - or equivalent years of experience

Certification Required:

• ITIL Foundation certification or comparable Service Desk Analyst (SDA) certification.
• CompTIA Security+ Certification
• Ability to obtain and maintain a DoD Secret Security Clearance

Experience Required:

• Minimum of 8 years of experience in a service desk, help desk, or IT support role.
• Experience working within DoD environments (highly preferred).
• Experience with ticketing systems (e.g., ServiceNow, Remedy, Jira) and IT monitoring tools (e.g., SolarWinds).

Knowledge, Skills & Abilities:

• Proficiency with Microsoft applications (Word, PowerPoint) and advanced proficiency in Microsoft Excel for reporting and data analysis.
• Familiar knowledge of server OS technologies (Microsoft/RHEL) and common software applications.
• Strong Technical Writing Skills
• Excellent problem-solving and communication skills for interfacing with diverse teams and stakeholders

Why Join Command Cyber Solutions:

We recognize that our success begins with our people. We are dedicated to fostering a professional, collaborative, and growth-oriented environment where employees are empowered to excel and advance their careers, CCS offers opportunities to contribute to high-impact federal initiatives, supported by robust professional development programs, competitive compensation, comprehensive benefits, and flexible work arrangements. We prioritize investing in our workforce, ensuring each team member has the resources, support, and career pathways to achieve long-term success while delivering meaningful results for our clients.

Culture:

At CCS, you'll be a part of a team that genuinely supports one another and where leadership is invested in the well-being and success of every employee. We foster a work culture where people are valued for who they are, not just what they do, and where your career goals are taken seriously. You'll be encouraged to grow through mentorship, hands-on experience, and access to continued learning opportunities that align with your aspirations. Whether you're looking to deepen your expertise, earn new certifications, or take on leadership roles, CCS provides the environment and support to help you get there. Leadership is approachable, collaboration is natural, and success is shared. At CCS, you're not just joining a company; you're joining a community committed to your growth and success.

Benefits:

We offer a comprehensive benefits package designed to support the health, financial security, and overall well-being of our employees and their families. Our offerings include medical and prescription drug plans, dental coverage, group life insurance, and options for supplemental life insurance to provide additional protection. We also provide short-term and long-term disability insurance, flexible spending accounts, and employee assistance programs to help employees manage personal and professional needs. Our package also includes identity theft protection and a competitive 401(k) retirement savings plan with company contributions, giving employees valuable resources to protect their future and achieve long-term financial goals.

EEO Statement:

Command Cyber Solutions, LLC is an equal opportunity employer. Command Cyber solutions, LLC does not discriminate in employment opportunities or practices on the basis of race, color, religion, sex, national origin, age, disability, marital status or any other characteristic protected by law.

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