Help Desk Specialist SME - TS/SCI Clearance Required

The user wants me to reformat a job posting into clean semantic HTML. I need to follow the rules: use h3 for section headings, ul/li for lists, p for prose. Don't repeat job title as heading. Don't put Job ID/requisition numbers as headings. Preserve all substantive information. Remove boilerplate like cookie/navigation/legal/EEO/equal-opportunity/scam-warning, duplicated lines, application instructions. Include a section ONLY when the posting has real specific content for it — never emit a heading followed by filler/placeholder text. Never create Pay/Schedule/Benefits sections unless the posting actually states them. Prefer a few substantive sections over many thin ones. Output ONLY the HTML fragment — no html/body, no markdown code fences. Let's analyze the posting. The posting starts with "Description**MUST HAVE ACTIVE DOD TS/SCI CLEARANCETEKsystems is seeking an SME Helpdesk Specialist..." That's the description. Then "Job Type & Location" section: "This is a Contract position based out of Albuquerque, NM." Then "Pay and Benefits" section with pay range and benefits list. Then "Workplace Type" section: "This is a fully onsite position in Albuquerque,NM." Then "Application Deadline" section: "This position is anticipated to close on Oct 20, 2026." Then "About TEKsystems" and "About TEKsystems and TEKsystems Global Services" which are boilerplate company descriptions, EEO statements, etc. Those should be removed as boilerplate. We need to create sections for: About the role (or Description), Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule? The posting includes responsibilities in the description. It includes requirements: MUST HAVE ACTIVE DOD TS/SCI CLEARANCE, knowledge of ITIL, experience in classified environment, troubleshooting connectivity, hardware/software support, hands-on and remote support, etc. It includes benefits list. It includes pay range. It includes schedule? Not explicitly, but workplace type says fully onsite. Could be schedule? Not specified. Might include "Workplace Type" as a section. We need to avoid headings for filler. The posting has "Job Type & Location" which is contract, location. Could be part of "About the role" or separate. The rules: use h3 for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). So we can create sections: About the role, Responsibilities, Requirements, Qualifications, Benefits, Pay, Workplace Type (maybe Schedule). But we must only include sections with real content. Let's parse the description for responsibilities and requirements. The description paragraph includes many bullet-like duties. We can extract them into a Responsibilities list. The requirements are also embedded: MUST HAVE ACTIVE DOD TS/SCI CLEARANCE, knowledge of ITIL, experience in classified environment, troubleshooting connectivity, hardware/software support, hands-on and remote support, etc. Also "Candidate must be knowledgeable in the utilization of ITIL Process Framework principles and possess technical experience working classified environment that includes experience in troubleshooting connectivity issues, hardware and software support, hands-on and remote support." That's requirements. Also "Correlate events and incidents for management of IT Services." etc. Those are responsibilities. We need to preserve all substantive information. So we should include all duties listed. Let's list responsibilities from the description: - Provide IT Service Desk support installing, operating, maintaining, troubleshooting, administrating, and cybersecurity defense of data and applications hosted in the DTRA Data Center on both classified and unclassified systems. - Help implement and oversee processes and improvements to support Customer Service Levels, and provide input to program leadership on achieving efficiencies and improvement in service desk functions. - Facilitate helpdesk tiers 1 & 2 staff in recognizing, identifying, isolating, and resolving problems with information systems products and services. - Correlate events and incidents for management of IT Services. - Provide great and prompt customer service to personnel by assisting them with IT-related issues. - Document and communicate degradation of services or outage issues information to customers and help with resolution. - Follow ITSM and ITIL processes to ensure quality of services and prompt resolution. - Ensure tickets, change requests, and other metrics stay within the program's AQL/SLA commitments. - Utilize Remedy and/or ServiceNow for queue and work management. - Ensure all tickets, requests, and work orders are properly documented. - Create or coordinate the development of Knowledge Base Articles (KBA). - Troubleshoot complex problems and able to derive root causes and apply correct fixes or workarounds. - Provide support for new employees setting up ADPE (e.g., monitors, keyboard, mouse, VDI, laptop, phone, printer, VTC suite), ensuring network connectivity, and any unresolved account administration providing access to necessary websites, applications, or services. Requirements: - Active DOD TS/SCI clearance (MUST HAVE) - Knowledgeable in ITIL Process Framework principles - Technical experience working in classified environment - Experience troubleshooting connectivity issues - Hardware and software support experience - Hands-on and remote support experience - Ability to correlate events and incidents for IT service management - Customer service skills - Documentation and communication skills - Familiarity with ITSM and ITIL processes - Experience with Remedy and/or ServiceNow - Ability to create Knowledge Base Articles - Troubleshooting complex problems, root cause analysis - Experience setting up ADPE (monitors, keyboard, mouse, VDI, laptop, phone, printer, VTC suite) - Network connectivity troubleshooting - Account administration for access to websites, applications, services Qualifications: maybe the clearance and experience. Skills: ITIL, Remedy, ServiceNow, troubleshooting, hardware/software support, cybersecurity defense, etc. Benefits: listed in Pay and Benefits section: Medical, dental & vision; Critical Illness, Accident, and Hospital; 401(k) Retirement Plan; Pre-tax and Roth post-tax contributions; Life Insurance (Voluntary Life & AD&D for employee and dependents); Short and long-term disability; Health Spending Account (HSA); Transportation benefits; Employee Assistance Program; Time Off/Leave (PTO, Vacation or Sick Leave). Pay: $45.00 - $51.00/hr. Workplace Type: fully onsite in Albuquerque, NM. Job Type: Contract. Location: Albuquerque, NM. Application Deadline: Oct 20, 2026. We should include sections: About the role (maybe combine description overview), Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Workplace Type (or Schedule). But we must not create sections with filler. The posting has real content for each. We need to avoid duplicating the job title as heading. The page already shows it. So we don't need an h3 for "SME Helpdesk Specialist". We'll start with About the role. We need to output only HTML fragment. No markdown fences. Let's structure:

About the role

TEKsystems is seeking an SME Helpdesk Specialist to support large-scale migration and operations on a large, high-profile DOD contract. The position provides IT Service Desk support installing, operating, maintaining, troubleshooting, administrating, and cybersecurity defense of data and applications hosted in the DTRA Data Center on both classified and unclassified systems. The role helps implement and oversee processes and improvements to support Customer Service Levels, and provides input to program leadership on achieving efficiencies and improvement in service desk functions.

This is a Contract position based in Albuquerque, NM. The position is fully onsite. Anticipated closing date: Oct 20, 2026.

Responsibilities

• Provide IT Service Desk support installing, operating, maintaining, troubleshooting, administrating, and cybersecurity defense of data and applications hosted in the DTRA Data Center on both classified and unclassified systems.
• Help implement and oversee processes and improvements to support Customer Service Levels, and provide input to program leadership on achieving efficiencies and improvement in service desk functions.
• Facilitate helpdesk tiers 1 & 2 staff in recognizing, identifying, isolating, and resolving problems with information systems products and services.
• Correlate events and incidents for management of IT Services.
• Provide great and prompt customer service to personnel by assisting them with IT-related issues.
• Document and communicate degradation of services or outage issues information to customers and help with resolution.
• Follow ITSM and ITIL processes to ensure quality of services and prompt resolution.
• Ensure tickets, change requests, and other metrics stay within the program's AQL/SLA commitments.
• Utilize Remedy and/or ServiceNow for queue and work management.
• Ensure all tickets, requests, and work orders are properly documented.
• Create or coordinate the development of Knowledge Base Articles (KBA).
• Troubleshoot complex problems, derive root causes, and apply correct fixes or workarounds.
• Provide support for new employees setting up ADPE (e.g., monitors, keyboard, mouse, VDI, laptop, phone, printer, VTC suite), ensuring network connectivity, and resolving account administration for access to necessary websites, applications, or services.

Requirements

• Active DOD TS/SCI clearance (required).
• Knowledge of ITIL Process Framework principles.
• Technical experience working in a classified environment.
• Experience troubleshooting connectivity issues.
• Hardware and software support experience.
• Hands-on and remote support experience.
• Ability to correlate events and incidents for IT service management.
• Strong customer service skills.
• Documentation and communication skills for service degradation and outages.
• Familiarity with ITSM and ITIL processes.
• Experience with Remedy and/or ServiceNow for queue and work management.
• Ability to create Knowledge Base Articles.
• Troubleshooting complex problems with root cause analysis.
• Experience setting up ADPE (monitors, keyboard, mouse, VDI, laptop, phone, printer, VTC suite) and ensuring network connectivity.
• Account administration for access to websites, applications, and services.

Qualifications

• Active DOD TS/SCI clearance.
• Proven experience in IT service desk support within classified environments.
• Demonstrated knowledge of ITIL/ITSM frameworks.
• Proficiency with ticketing systems such as Remedy or ServiceNow.
• Strong troubleshooting skills across hardware, software, and network connectivity.
• Ability to develop and maintain knowledge base documentation.

Skills

• ITIL Process Framework
• ITSM
• Remedy
• ServiceNow
• Cybersecurity defense
• Classified environment operations
• Hardware/software troubleshooting
• Network connectivity
• ADPE setup and configuration
• Account administration
• Knowledge base article creation
• Root cause analysis
• Customer service

Benefits

• Medical, dental & vision
• Critical Illness, Accident, and Hospital coverage
• 401(k) Retirement Plan with pre-tax and Roth post-tax contributions
• Life Insurance (Voluntary Life & AD&D for employee and dependents)
• Short and long-term disability
• Health Spending Account