Service Desk Administrator - IDCS

Service Desk Administrator

Full Time, San Antonio, TX

Secret with TS/SCI eligibility

Referral: $1,000

Key Responsibilities

• Act as the first point of contact for customer queries and incidents via walk-up, phone, email, and chat.
  


• Provide professional, knowledgeable telephone and remote support to maintain strong customer relationships.
  


• Create, manage, and administer user accounts, including account creation, password resets, access troubleshooting, and account termination or deletion.
  


• Log, track, and document all incidents and service requests in the approved IT Service Management (ITSM) system.
  


• Perform initial troubleshooting and triage, documenting steps taken and escalating complex issues to Tier 2 or Tier 3 support teams as required.
  


• Ensure all tickets are accurately categorized, prioritized, and assigned to the appropriate support teams.
  


• Monitor incident trends and identify potential Problem Records, escalating findings to the Service Desk Manager.
  


• Maintain and update Service Desk documentation, processes, and procedures to support consistent service delivery and improve first-contact resolution.
  


• Develop and maintain customer-facing and internal knowledge base articles to support efficient issue resolution.
  


• Participate in Continual Service Improvement (CSI) initiatives to enhance service quality, efficiency, and customer satisfaction.
  

Required Skills & Qualifications

• Strong customer service and communication skills
  


• Experience providing IT support in a Service Desk or Help Desk environment
  


• Familiarity with ITSM tools and incident management processes
  


• Ability to troubleshoot common hardware, software, and access-related issues
  


• Strong documentation and organizational skills
  


• Ability to work independently and escalate issues appropriately
  

Minimum Skills and Qualification Required

• Bachelor's and 2 years of experience


• IAT II certification (Active Security+ CE, CCNA-Security, GSEC, or SSCP along with an appropriate computing environment (CE) certification)

Preferred Technical Skills

• ServiceNow


• ITSM


• Tier 1-3 Support


• Service Desk Management


• SQL


• Process Improvement

About Semper Valens Solutions:

Semper Valens Solutions, Inc. (SVS) is a Service-Disabled Veteran Owned Small Business (SDVOSB) providing Cost Effective Software and Systems Engineering, Field Support, Training and Full Life cycle Support Management to the DOD and VA community.

At Semper Valens, our vision is to remain a creative, cutting edge and cost-effective solutions provider where our shared intellect, industry experience, and technology excellence, make a positive difference in our customer's success. Our solutions help bridge the gap between IT and business prioritizations to optimize budgets, risks and operational processes.

We search for outstanding technical professionals, hiring at all levels of the experience spectrum; intermediate, journeyman and senior. Consider us for your career plan.

Semper Valens Solutions is an Equal Opportunity Employer

Semper Valens Solutions proactively fulfills its role as an equal opportunity employer. We do not discriminate against any employee or applicant for employment because of race, color, sex, religion, age, sexual orientation, gender identity and expression, national origin, marital/parental status, pregnancy/childbirth, or related conditions, physical or mental disability, genetic information, status as a Disabled Veteran, Recently Separated Veteran, Active-Duty Wartime or Campaign Badge Veteran, Armed Forces Services Medal, or any other characteristic protected by law.

If you require a reasonable accommodation to apply for a position with Semper Valens Solutions through its online applicant system, please contact Semper Valens Solutions Human Resources Department at (830) 899-6870.

Semper Valens Solutions is an affirmative action/equal opportunity employer - minorities, females, disabled, and protected veterans are urged to apply. Applicants have rights under Federal Employment Laws.

All Jobs at Semper Valens Solutions: https://sempervalens.com/careers