Help Desk Tech – Fort Huachuca Arizona

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Help Desk Tech – Fort Huachuca Arizona

Stafford Consulting, an information technology and federal consulting company with excellent benefits, has a new 3-year contract and has immediate openings for several levels of Help Desk technicians to support a vital US Army Training mission at Fort Huachuca Arizona.


  • Interim Secret or Secret Clearance Required
  • Minimum 2 years of computer knowledge. Possesses and applies a comprehensive knowledge across key tasks and job assignments
  • Direct Support is performed by a Customer Support Technician that is required to physically touch the suspect equipment via coordination with the requestor
  • Responds to and updates requests is initiated via a Service Request system and assigned by the help desk personnel monitoring the Service Request system
  • 24X7X365 on-call support required

Required Knowledge, Skills, and Abilities:

  • Demonstrate knowledge of customer service and customer support principles and methods
  • Report, respond to, and resolve customer requests using the ticketing system
  • Install, configure, upgrade, and troubleshoot hardware and software components
  • Present formal and informal training and assistance to customers
  • Responds to and diagnoses problems through discussion with users

  • Ensures a timely process through which problems are controlled. Includes problem recognition, research, isolation, resolution, and follow-up steps
  • Serves as focal point for customer concerns.
  • Respond and answer telephone calls, email and personnel requests for technical support
  • Documents, tracks, and monitors the problem to ensure a timely resolution
  • Provides support to end users for either PC, server, or classroom based applications or hardware that are maintained with a standardized configuration
  • Support the onboarding of students which can range from short courses (less than a week to one-month), to long courses (18 months). Scope of support can extend to outside of the classroom and direct student support dependent on the priority of the client
  • Onboarding of students may include the validation and creation of network accounts, imaging of workstations, supporting onboarding Cyber Security training courses, etc. Classrooms are composed of:
    1. Laptop computers (Windows 10)
    2. Blackboard Training Application
    3. Large Screen Video Projectors
    4. Large Screen touch screen monitors
    5. Integrated control system to optimize the Blackboard Training Application
  • Interact with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problem
  • Simulates or recreates user problems to resolve operating difficulties
  • Recommends systems modifications to reduce user problems
  • Ability to demonstrate good written and oral communication
  • Provide Tier 1 classroom support
  • Administer Tier 1, Tier 2 support for over 300 end users & systems with Microsoft Windows 7/10 operating system
  • Configure, diagnose/troubleshoot, scan, repair, and wipe and reload Microsoft Windows 7/10 on desktop and laptop units
  • Install, configure/activate, and troubleshoot all applications, web portals and mobile devices (Apple and Blackberry)
  • Configure and manage resources (desktops/laptops, printers, multifunctional devices) via Windows Remote Desktop Connection Manager (RD Connection Manager)
  • Coordinate with other Tier 1, Tier 2 and/or Tier 3 teams or contractors to restore service and/or identify core issues
  • Assist in the administration of property accountability (issue, inventory, lifecycle, and turn in equipment)

Basic Qualifications:

  • Experience with computer technologies, including hardware, network, and software
  • Experience with supporting Microsoft Windows based desktops, notebooks, tablets, peripherals, networking infrastructure, or automated classroom training configurations
  • Knowledge of basic computer networking
  • Some experience as a Microsoft Active Directory user
  • Experience in SharePoint is a plus

  • Ability to demonstrate a moderate level of expertise in analysis necessary to collect and examine technical data from a variety of sources and to offer solutions
  • Some operating System experience with Windows 10, Server 2012 or Linux desired

Functional Responsibility:

  • Monitor ticketing queue and work on assigned tickets
  • Communicate effectively with users and update tickets with all relevant information
  • Escalate issues to leadership and on call support as needed
  • Create, unlock and disable Active Directory accounts
  • Additional duties as assigned

Preferred Certifications:

  • Security +
  • MCSA Desired

Benefits Package: includes Paid Time Off/Sick Leave and limited training/education reimbursement.

To Apply: Interested candidates should send a cover letter and resume to careers@staffordservices.net. Please reference the job title in the subject line. Applications will be considered, only those being considered for the position will be contacted. No phone calls, please.

SCC is an Equal Opportunity Employer and does not discriminate on the basis of race, gender, ethnicity, sexual or gender orientation, religion, or physical ability.

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