Help Desk Lead/Project Manager

Digital Consultants, LLC•El Paso, TX

23m•Onsite

About The Position

Leading with our people, Digital Consultants’ mission is to deliver the highest level of professional solutions while being a trusted partner and advisor to our customers. With a culture of practicality, opportunity, and creativity, we remain dedicated to being honest, trustworthy, respectful, and ethical in everything we do. We are a certified SBA 8(a) small, disadvantaged business that supports multiple IT customers within the Federal, civilian, and private sectors. Digital Consultants also offers our employees growth opportunities, competitive wages, and a full benefits package. Our founding principles, Fairness and Common Sense, make working here more than a job; it’s the Digital family. Digital Consultants seeks a Help Desk Lead / Project Manager to support Information Technology (IT) Help Desk Services for the Joint Modernization Command (JMC) at Fort Bliss, Texas. This role serves as an on-site working lead, responsible for both hands-on technical support and day-to-day management of help desk operations in accordance with Performance Work Statement (PWS) requirements. The selected candidate will lead service delivery, actively troubleshoot and resolve issues across desktop systems, network connectivity, and user support, and support both steady-state operations and Live Field Experiment events. Responsibilities also include personnel oversight, maintaining compliance with required certifications and security requirements, and ensuring reliable support of Windows-based environments and enterprise applications aligned with JMC's mission needs.

Requirements

Clearance: Secret
Certifications: CompTIA A+; Security+; appropriate Computing Environment Certification (WIN10) or current computing certificate as directed by DOD; Microsoft Certified Technology Specialist in Windows 10
Education: Associate’s or bachelor’s degree in IT, Computer Science, or related field is preferred; however, relevant technical experience is acceptable in lieu of formal education.
Experience providing IT Help Desk/desktop support in a DoD or enterprise environment.
Hands-on experience troubleshooting: Desktop/laptop systems, peripherals, and printers Network connectivity and telecommunications systems Microsoft Windows OS and Office suite
Experience supporting users via phone, email, and in-person service requests
Familiarity with ticketing systems and service desk operations
Ability to support field/exercise environments and travel (CONUS/OCONUS)
Experience working in secure environments (Secret clearance eligible/active)
Ability to work independently and resolve issues within defined SLAs (4–8 hours typical)
Physical Requirements: The candidate must be able to travel to other worksites as required and with or without reasonable accommodation, be able to sit, stand, use computers and monitors, and perform duties in an office environment for extended periods. The candidate must be able to lift up to 80 lbs. on occasion (e.g., moving a case of paper or similar tasks) during field exercises.

Responsibilities

Provide Tier I/II IT Help Desk support for end users, including troubleshooting hardware, software, and network issues via phone, email, remote access, and in-person support.
Install, configure, and maintain desktop computers, laptops, printers, mobile devices, and peripheral equipment.
Support operating systems and applications, including Windows 10/11, Microsoft Office Suite, Microsoft Outlook, and Adobe Acrobat.
Diagnose and resolve issues related to network connectivity, user accounts, and system performance.
Document incidents, service requests, and resolutions in the designated ticketing system in accordance with established procedures.
Escalate unresolved or complex issues to appropriate higher-tier support personnel.
Support system updates, patches, and software deployments.
Provide on-site and remote support during exercises and Live Field Experiments, including extended or non-standard hours as required.
Maintain compliance with cybersecurity policies, procedures, and DoD security requirements.
Assist with inventory management, equipment tracking, and lifecycle replacement activities.