IT Service Desk Technician

Digital Consultants, LLC•Sierra Vista, AZ

8d•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; we are a Digital family. Digital Consultants is seeking a qualified IT Service Desk Technician to perform technical assignments in the general areas of C5ISR, AIS, and IT/NSS, applying broad technical knowledge in one or more areas on specific systems or applications for our work at Fort Huachuca, AZ.

Requirements

Clearance: Secret
Certification: CompTIA Security+
Requires a Bachelor’s degree; or an Associate’s degree and at least 4 years of experience; a minimum of 60 semester hours of formal education working towards an Associate’s or Bachelor’s degree and at least 6 years of experience; or at least 8 years of experience is required. Additional certifications (other than those required for the position) in the area of specialization be substituted for experience or education but vary by certification. The degree must be in a relevant technical curriculum and experience must be related to the job duties.
Demonstrated knowledge of IT concepts, practices, and procedures, with experience supporting Help Desk operations and ticket management systems (experience with JIRA preferred)
Demonstrated ability to apply experience and judgment to plan, prioritize, and execute tasks in a dynamic environment while managing multiple requirements simultaneously
Strong written and verbal communication skills, with proven attention to detail, including accurate data entry, documentation, and proper grammar and punctuation
Proven analytical and problem-solving skills, including the ability to identify risks, escalate issues appropriately, and communicate findings and recommendations to leadership
Ability to work independently under general supervision while exercising sound judgment and supporting team objectives in a secure environment
Working knowledge of IT security practices, including proper handling of PII and compliance with classified environment protocols; experience in government or DoD environments preferred

Responsibilities

Provides Help Desk support operations utilizing the JIRA ticketing system to create, manage, and track all service requests within the JT3 department
Ensures accurate ticket creation with strong attention to detail, proper formatting, and correct punctuation to maintain clear and professional documentation
Manages the full lifecycle of tickets, including creation, monitoring progress, follow-ups, updates, and final resolution to ensure completion and accountability
Maintains continuous communication with users and technical teams to gather required information, provide updates, and resolve issues efficiently
Tracks ticket status proactively and follows up on pending actions to ensure timely progress and prevent delays
Organizes workload through task prioritization and use of tracking methods (e.g., to-do lists) to manage multiple ongoing tickets effectively
Leads and participates in weekly status meetings to review all active tickets, gather updates, and communicate progress to stakeholders
Conducts monthly turn-in meetings to review and manage the status of all turn-in related tickets and ensure proper documentation and closure
Prepares and delivers weekly progress reports to the task lead, ensuring visibility of ticket activity, risks, and completion status
Manages front desk operations at the JWTC, including workstation setup, monitoring personnel access, and maintaining operational readiness
Enforces security protocols by ensuring personnel comply with restrictions on personal electronic devices within classified areas
Escorts authorized personnel within designated secure areas in accordance with established security procedures
Identifies, documents, and reports facility or operational concerns to the building manager to ensure timely resolution and proper escalation
Handles Personally Identifiable Information (PII) in accordance with IT security policies and ensures proper safeguarding of sensitive user data
Maintains accurate documentation of user interactions, ticket updates, and communication history to support audit readiness and compliance
Supports a high-security IT environment at Fort Huachuca, ensuring all processes align with cybersecurity and information assurance standards