IT Service Desk Specialist II
NetImpact Strategies, San Antonio, TX, United States
Overview
IT Service Desk Specialist II
Location: US-TX-Fort Sam Houston
Responsibilities
Provide technical support to end users through phone, email, or chat for hardware, software, and systems issues and support for call overflow during peak time or reduced staff.
Troubleshoot and resolve hardware and software issues, escalating complex problems as necessary and act as the escalation path to resolve moderate to highly complex technical issues.
Utilize Microsoft and management tools to resolve support requests, including installing and troubleshooting Microsoft OS and office automation software.
Provide on-site maintenance for government-owned equipment, including desktops, laptops, and mobile devices, and manage LAN-connected device repairs and modifications.
Configure and troubleshoot peripherals, including printers, monitors, scanners, and address hardware, software, systems, and peripheral issues both remotely and on-site.
Document all stages of support, including problem identification, resolution, and final disposition in the ticketing system.
Install, configure, and troubleshoot common network protocols including TCP/IP and wireless protocols.
Resolve issues with automation hardware, software, systems, and peripherals on-site, at the support center, or remotely.
Ensure systems are fully operational after repairs, testing both standalone and network-connected configurations and perform hardware and software updates to ensure ongoing operability.
Contribute to the development and maintenance of a knowledge management system to enhance support efficiency.
Qualifications Required Qualifications and Certifications
A minimum of four (4) years of progressive experience in IT service desk or related technical support roles.
Bachelor's degree and/or equivalency.
Candidates must be eligible for a Secret Clearance.
IAT II certification (CCNA-Security, GICSP, GSEC, Security+ CE, SSCP) as per DoD 8570.01-M requirements.
CE: Associate (professional preferred) level certification.
Ability to work 100% onsite in San Antonio, TX. May require occasional travel.
Preferred Qualifications and Certifications
Experience supporting federal customers in a service desk or IT support capacity.
Familiarity with Microsoft operating systems, office automation tools, and network troubleshooting.
Previous Federal Consulting Experience.
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Location: US-TX-Fort Sam Houston
Responsibilities
Provide technical support to end users through phone, email, or chat for hardware, software, and systems issues and support for call overflow during peak time or reduced staff.
Troubleshoot and resolve hardware and software issues, escalating complex problems as necessary and act as the escalation path to resolve moderate to highly complex technical issues.
Utilize Microsoft and management tools to resolve support requests, including installing and troubleshooting Microsoft OS and office automation software.
Provide on-site maintenance for government-owned equipment, including desktops, laptops, and mobile devices, and manage LAN-connected device repairs and modifications.
Configure and troubleshoot peripherals, including printers, monitors, scanners, and address hardware, software, systems, and peripheral issues both remotely and on-site.
Document all stages of support, including problem identification, resolution, and final disposition in the ticketing system.
Install, configure, and troubleshoot common network protocols including TCP/IP and wireless protocols.
Resolve issues with automation hardware, software, systems, and peripherals on-site, at the support center, or remotely.
Ensure systems are fully operational after repairs, testing both standalone and network-connected configurations and perform hardware and software updates to ensure ongoing operability.
Contribute to the development and maintenance of a knowledge management system to enhance support efficiency.
Qualifications Required Qualifications and Certifications
A minimum of four (4) years of progressive experience in IT service desk or related technical support roles.
Bachelor's degree and/or equivalency.
Candidates must be eligible for a Secret Clearance.
IAT II certification (CCNA-Security, GICSP, GSEC, Security+ CE, SSCP) as per DoD 8570.01-M requirements.
CE: Associate (professional preferred) level certification.
Ability to work 100% onsite in San Antonio, TX. May require occasional travel.
Preferred Qualifications and Certifications
Experience supporting federal customers in a service desk or IT support capacity.
Familiarity with Microsoft operating systems, office automation tools, and network troubleshooting.
Previous Federal Consulting Experience.
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