Computer User Support Specialist SME

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