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.

EDUCATION REQUIRED:

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

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

• 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.