Help Desk Support - SME Computer User Support Specialist

Help Desk Support - Sme Computer User Support Specialist

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 and 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 and 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 and 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...