IT Service Desk Lead

IT Service Desk Lead

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 highly experienced IT Service Desk Lead to oversee day-to-day service desk operations, provide technical leadership to support staff, and serve as the senior escalation authority for complex end-user issues supporting AFIMSC. This senior-level technical expert is responsible for providing advanced end-user support and resolving complex technical issues that exceed the capabilities of junior help desk staff. This role serves as the final escalation point for client-side hardware, software, and connectivity problems. The IT Service Desk Lead leverages deep technical knowledge, advanced diagnostic tools, and extensive experience to analyze and solve challenging incidents. In addition to hands-on troubleshooting, this individual is responsible for mentoring junior technicians, developing and improving support procedures, and leading technical resolution efforts for widespread user-facing incidents.

Location: JBSA-Lackland AFB

Duties to include:

Advanced Troubleshooting (Tier 2/3):

• Diagnose and resolve complex hardware, software, operating system, and network connectivity issues for desktops, laptops, and peripherals that have been escalated from Tier 1 support.
• Utilize advanced diagnostic utilities to identify root causes of system errors, crashes (e.g., "blue screen of death"), and performance degradation.
• Analyze and troubleshoot complex issues related to enterprise software applications, including compatibility conflicts, configuration errors, and integration problems.

Problem Management:

• Identify recurring incidents and trends to diagnose underlying problems.
• Develop, document, and implement permanent solutions or workarounds for chronic technical issues to reduce incident volume.
• Lead technical bridges and coordinate resolution efforts during widespread, user impacting incidents (e.g. a critical software patch failure).

Mentorship and Knowledge Management:

• Provide expert guidance, on-the-job training, and mentorship to junior Help Desk Technicians.
• Create, review, and maintain technical documentation, including standard operating procedures (SOPs), troubleshooting guides, and knowledge base articles for the support team.
• Develop and lead informal training sessions to elevate the technical skills of the entire user support team.

System and Software Support:

• Collaborate with System and Network Administrators on the testing and deployment of new software, patches, and hardware configurations.
• Assist with the creation and maintenance of standard desktop and laptop system images (e.g., using Microsoft SCCM/MECM).
• Provide expert-level support for the configuration and use of standard business applications (e.g., Microsoft Office 365, collaboration tools, specialized business software).

Requirements:

• Clearance: Secret
• Certifications: Must possess a current CompTIA Security+ CE certification (or higher) to meet DoD 8140 requirements for IAT Level II. Advanced certifications demonstrating subject matter expertise are highly desired, such as: Microsoft 365 Certified: Modern Desktop Administrator Associate, CompTIA A+ or Network+
• Experience: A minimum of seven (7) years of progressive, hands-on experience in an IT helpdesk or desktop support environment, with at least three (3) years serving in a senior or escalation support role (Tier 2/3). Demonstrated experience mentoring and training junior technical staff.
• Technical Skills: Expert-level knowledge of Microsoft Windows operating systems (Windows10/11) and the Microsoft Office 365 suite. Advanced proficiency in hardware troubleshooting, including diagnostics for PCs, laptops, and peripherals. Strong understanding of networking fundamentals (TCP/IP, DNS, DHCP) and experience troubleshooting client-side connectivity issues. Experience with IT Service Management (ITSM) ticketing systems (e.g., ServiceNow, Remedy) and remote support tools.
• 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 40 lbs. on occasion (e.g., moving a case of paper or similar task) that may occur occasionally.

Benefits: The company offers the following benefits to permanent, full-time employees:

• Paid Time Off (PTO)
• Group health plans
• Income protection and supplemental benefits
• 401(k) plan with company matching
• Health Savings Account (HSA)
• Flexible Spending Account (FSA)
• Pet insurance options
• Employee Assistance Program (EAP)

Digital Consultants, an inclusive and welcoming company, is fully committed to hiring and retaining a diverse workforce without regard to race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), genetic information, national origin, age (40 or older), disability, veteran status or any other protected characteristic.