SNI Technology
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
#J-18808-Ljbffr
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
#J-18808-Ljbffr