Conviso Inc. is hiring: End User Support Specialist in San Antonio
Conviso Inc., San Antonio, TX, United States
Overview Must have active Secret / Tier 5 Secret Security Clearance or higher. Certification: CompTIA Security+
The End User Services (EUS) Specialist provides onsite Tier II technical support for end-user IT issues escalated from the Tier I Service Desk across supported locations. This role delivers hands-on troubleshooting, coordinates with resolver groups as needed, and ensures a consistently high-quality customer experience through clear communication and strong ticket management in ServiceNow. The EUS Specialist will serve as San Antonio's single point of contact and be required on-site to support customers.
Responsibilities Resolve escalated incidents and requests involving hardware, software, operating systems, and end-user networking issues.
Provide onsite deskside support at assigned workspaces and hoteling locations; deliver remote support when appropriate.
Troubleshoot and support conference room technologies and Video Teleconferencing (VTC) / audio-visual equipment.
Diagnose and resolve printer issues (network and standalone).
Install/configure approved software and peripherals.
Support Department of Defense (DoD) configuration of Government-Furnished Equipment (GFE) mobile devices (as applicable).
Perform equipment moves, adds/changes, and hardware relocations.
Ticket Management & Service Performance: Actively monitor and manage assigned ServiceNow queues; prioritize work based on impact and urgency.
Document work performed and provide timely, meaningful ticket updates through resolution.
Meet or exceed Service Level Agreement (SLA) targets and contractual Key Performance Indicators (KPIs).
Collaboration, Escalation, and Knowledge Escalate to appropriate second- and third-level teams per process and follow up to drive closure.
Contribute to knowledge content (e.g., ServiceNow Knowledge Articles / internal documentation).
Mentor and support onboarding of new team members.
Support the Team Lead during escalations and major incidents, including customer communications.
Required Qualifications 3–5 years of relevant end-user/desktop support experience (Tier II preferred).
Active Secret clearance (or ability to maintain).
CompTIA Security+ certification.
Strong customer service, communication, and documentation skills.
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The End User Services (EUS) Specialist provides onsite Tier II technical support for end-user IT issues escalated from the Tier I Service Desk across supported locations. This role delivers hands-on troubleshooting, coordinates with resolver groups as needed, and ensures a consistently high-quality customer experience through clear communication and strong ticket management in ServiceNow. The EUS Specialist will serve as San Antonio's single point of contact and be required on-site to support customers.
Responsibilities Resolve escalated incidents and requests involving hardware, software, operating systems, and end-user networking issues.
Provide onsite deskside support at assigned workspaces and hoteling locations; deliver remote support when appropriate.
Troubleshoot and support conference room technologies and Video Teleconferencing (VTC) / audio-visual equipment.
Diagnose and resolve printer issues (network and standalone).
Install/configure approved software and peripherals.
Support Department of Defense (DoD) configuration of Government-Furnished Equipment (GFE) mobile devices (as applicable).
Perform equipment moves, adds/changes, and hardware relocations.
Ticket Management & Service Performance: Actively monitor and manage assigned ServiceNow queues; prioritize work based on impact and urgency.
Document work performed and provide timely, meaningful ticket updates through resolution.
Meet or exceed Service Level Agreement (SLA) targets and contractual Key Performance Indicators (KPIs).
Collaboration, Escalation, and Knowledge Escalate to appropriate second- and third-level teams per process and follow up to drive closure.
Contribute to knowledge content (e.g., ServiceNow Knowledge Articles / internal documentation).
Mentor and support onboarding of new team members.
Support the Team Lead during escalations and major incidents, including customer communications.
Required Qualifications 3–5 years of relevant end-user/desktop support experience (Tier II preferred).
Active Secret clearance (or ability to maintain).
CompTIA Security+ certification.
Strong customer service, communication, and documentation skills.
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