Help Desk Lead / Project Manager

H2K, Inc. is a rapidly growing government contractor that provides strategic IT services that meet mission needs for Defense and Federal customers. We are hiring a Help Desk Lead/Project Manager for an exciting opportunity.

Job Description and Responsibilities

Provide on-site management of the IT Help Desk, overseeing daily operations and ensuring high-quality support for more than 250 end users on the Ft. Bliss Campus Area Network. This role holds full authority to act on behalf of the company in all contract-related operational matters and is responsible for coordinating and supporting Live Field Experiments. Duties include configuring, setting up, and maintaining computer systems and software such as Windows 10, Microsoft Office 2013 Suite, Adobe Acrobat Pro, and Microsoft Outlook, as well as troubleshooting issues related to telephone services and wireless devices. The position also manages the disconnection, packing, and handling of automation equipment used in field operations.

The position requires excellent customer service skills and technical ability. Experience operating in a Government or Military culture is preferred.

Required Knowledge, Skills and Abilities (KSA)

• LeadershipContract Management - Ability to oversee IT Help Desk operations, manage performance, and act with full authority on contract-related decisions
• Technical Support Expertise - Strong experience providing deskside and remote support for a large user base, managing high ticket volumes efficiently
• Systems AdministrationSoftware Proficiency - Advanced knowledge of Windows 10/11, Microsoft Office Suite, Adobe Acrobat Pro, and Outlook configuration and support
• Hardware, NetworkingTroubleshooting Skills - Proficiency in diagnosing and resolving hardware, software, and connectivity issues, including imaging systems, LAN cable creation, and peripheral support (printers, copiers, fax, wireless devices)
• Field OperationsCoordination - Experience supporting live operational environments, including technical setup, exercise coordination, and equipment deployment, teardown, and logistics

Desired KSA

• Be a positive, self-motivated, and proactive person with the ability to adapt to change and tolerate stressful situations
• Candidate must communicate effectively with team members, team lead, management, and government customer
• Must have the ability and desire to research and develop creative solutions to unique problems with minimal supervision

Minimum Training, Education, and Certifications

• Five (5) years of experience:
  • Supporting existing and newly acquired hardware and software, including Windows 11, Microsoft Office 2013 Suite, Adobe Acrobat Pro, and Microsoft Outlook.
  • Providing on-site/deskside and remote support to 250 end users and 50 tickets monthly.
  • Configuring, testing, troubleshooting problems associated with PCs, network printers/copiers/fax, wireless devices with demonstrated ability to image computers, replace/make LAN cables, resolve software/hardware/connectivity issues to establish/restore service.
• Comptia A
• Comptia Security
• Microsoft Certified Technology Specialist in Windows 10 (or modern equivalent)

Minimum Clearance

• Secret

Physical Requirements

• Required to stand, walk and sit; communicate verbally both in person and by telephone; use hands to finger, handle or feel objects or controls; reach with hands and arms. Specific vision abilities required by this job include close vision, distance vision, depth perception, color vision and the ability to adjust focus.

Additional Requirements

• May require CONUS/OCONUS travel
• Other duties as assigned

H2K provides equal employment opportunity to all individuals regardless of race, color, creed, religion, gender, age, sexual orientation, national origin or ancestry, disability, genetic information, veteran status, gender identification or any other characteristic protected by state, federal or local law.