Overview
On Site
USD 95,000.00 - 115,000.00 per year
Contract - W2
Skills
Adobe AIR
Computer Hardware
Network
Management
Real-time
Scheduling
Incident Management
Knowledge Base
Technical Support
Help Desk
DoD
Security Clearance
Security+
ITIL
Service Desk
SDA
ServiceNow
JIRA
BMC Remedy
System Monitoring
SolarWinds
Microsoft Windows
OS X
Linux
Microsoft Windows Server
Red Hat Enterprise Linux
Microsoft Office
Microsoft Excel
Documentation
Communication
Performance Management
Preventive Maintenance
Project Management
Job Details
Job Details
Job Title: Help Desk Support SME
Location: Onsite at Hill Air Force Base, Utah
Type: 6-Month Contract-to-Hire
Clearance: Active DoD Secret Clearance Required
Certifications: IAT Level II (e.g., Security+), ITIL Foundation or SDA
Salary Upon Conversion: $95,000 - $115,000 annually
Hourly Rate (During Contract Phase): Equivalent to salary range
Overview:
Our client is seeking a skilled Help Desk Support SME to provide top-tier technical support in a dynamic Department of Defense (DoD) environment. This is a full-time onsite role at Hill AFB, where you'll be the face of IT support, triaging, managing, and resolving a wide range of hardware, software, and network-related issues. This is a fantastic opportunity for professionals looking to grow in a mission-critical setting and transition into a permanent role with a stable and forward-thinking organization.
Key Responsibilities:
Required Qualifications:
Skills & Tools:
Work Schedule & Conditions:
Job Title: Help Desk Support SME
Location: Onsite at Hill Air Force Base, Utah
Type: 6-Month Contract-to-Hire
Clearance: Active DoD Secret Clearance Required
Certifications: IAT Level II (e.g., Security+), ITIL Foundation or SDA
Salary Upon Conversion: $95,000 - $115,000 annually
Hourly Rate (During Contract Phase): Equivalent to salary range
Overview:
Our client is seeking a skilled Help Desk Support SME to provide top-tier technical support in a dynamic Department of Defense (DoD) environment. This is a full-time onsite role at Hill AFB, where you'll be the face of IT support, triaging, managing, and resolving a wide range of hardware, software, and network-related issues. This is a fantastic opportunity for professionals looking to grow in a mission-critical setting and transition into a permanent role with a stable and forward-thinking organization.
Key Responsibilities:
- Lead the Help Desk ticket management process for internal and external user groups.
- Triage, update, and classify incident and service tickets using Jira, ServiceNow, or similar tools.
- Provide real-time communication and updates to users on ticket status and scheduling.
- Diagnose and resolve Level 1 and Level 2 issues; escalate complex issues when necessary.
- Ensure adherence to SLAs for ticket resolution and incident response.
- Monitor system performance using SolarWinds or comparable tools.
- Coordinate with cross-functional IT teams to resolve broader system issues.
- Participate in scheduled and on-call support rotations.
- Document technical resolutions and contribute to knowledge base development.
Required Qualifications:
- Education: Bachelor's Degree in Computer Science, IT, or related field (or equivalent experience)
- Experience: 8+ years in IT support, service desk, or help desk roles (DoD experience highly preferred)
- Clearance: Active Secret Clearance (required)
- Certifications:
- CompTIA Security+ (or equivalent IAT Level II)
- ITIL Foundation or Service Desk Analyst (SDA)
Skills & Tools:
- Strong knowledge of ticketing systems (ServiceNow, Jira, Remedy)
- Experience with system monitoring tools like SolarWinds
- Technical troubleshooting skills across Windows, macOS, and Linux environments
- Familiarity with Microsoft Server OS, RHEL, and Microsoft Office applications (especially Excel)
- Excellent written documentation and communication abilities
Work Schedule & Conditions:
- Full-time onsite: Monday-Friday, 7:00 AM - 5:00 PM
- May include rotating off-hours or weekend support
- On-call duties for emergency or maintenance response
- Work performed in a secured government facility
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.