Cyber Center Help Desk Specialist

Information Technology Fort Huachuca, Arizona Job ID: 2017-515


STG, Inc. has an immediate opportunity as an Helpdesk Specialist located in Ft. Huachuca, AZ! This position will support Action Request Center team, which provides cutting edge services focused on RCC-C. Be part of a diverse team of men and women who solve the most challenging problems today. The Action Request Center (ARC) is the heartbeat of the Regional Cyber Center - CONUS (RCC-C), which provides critical IT support to the United States Army within the Continental United States. The Help Desk Specialist responsibilities include providing situational awareness of network / system outages, prioritization of work in accordance with ITIL best practices, communicating with people from all across the DoD, and assisting users with a variety of network hardware and software related issues.
Job Description:

  • Responsibilities include, but are not limited to: Creating, modifying, and escalating Incidents / tickets; translating user requests into a logical format for use by RCC-C technical analysts in troubleshooting
  • Resolving and escalating Incidents / tickets in accordance with documented procedures
  • Performing quality assurance follow-up with customer / end users
  • Comply with documented processes and procedures
  • Working with shift leads to ensure all shift responsibilities are completed
  • Provide reporting as needed
  • Ability to maintain a professional demeanor with our military, civilian, and contractor customers.

Desired Knowledge/Traits: The team needs highly self-motivated, punctual, goal driven, task oriented individuals who communicate well both verbally and in writing. Candidates should be out-going, enjoy working closely with others, and take constructive feedback.

Minimum Qualifications:

  • High School +2 years of customer service experience, or AA/AS or BA/BS
  • Must be able to work in a dynamic environment with constant changes
  • Versatile communication skills
  • Keyboarding skills of at least 40 WPM
  • Experience in using Microsoft Word, Excel, and Outlook
  • Must be able to handle high volume phone calls throughout the day with optimal phone etiquette, while assisting other users via Walk-ins and Emails
  • Applicants must be able to all shifts to include: Day (0555 – 1425), Swing (1355 – 2225), and Midnight (2155 – 0625)  if required. Applicants must also be able to work weekends and holidays, as required. Schedule is subject to change in order to fulfill the needs of the mission


  • Must be US Citizen eligible for DOD interim Secret clearance