Posted today
Public Trust
Early Career (2+ yrs experience)
Unspecified
IT - Support
San Antonio, TX (On-Site/Office)
Helpdesk Specialist II will provide advanced technical advice and guidance on company technical software and hardware.
What you will be doing (but not limited too):
Responsibilities:
• Provides Tier I and II technical software, hardware and network problem resolution for clients by
performing problem diagnosis and guiding users through step-by-step solutions or may provide
expertise to solve first and second tier technical support issues for end-users of the organization's
products and services.
• Uses automated information systems to analyze routine situations.
• Reviews incoming requests, both computer generated and verbal, sort, code and may prioritize
for proper action.
• Resolves problems or contacts more senior technical support as necessary.
• Supports users by fulfilling individual requests for information and/or training in the utilization of
the various databases available.
• Conducts technical research for source of information required in support of request for
information related to ongoing programs and proposal efforts.
• Maintains network diagrams and circuit records.
• Instructs users in the use of PCs and networks. May perform basic PC, PBX, and network
software programming.
• Interacts with other team members, such as network services, software engineering, and/or
applications development to restore services and/or identify and correct the core problem.
Required Qualifications:
• HS Diploma with 4 years of relevant experience. (or 2 years experience with an Associates
degree, 0 years experience with a Bachelors degree or higher)
• Must be U.S. Citizen
• Department of Defense security clearance (ADP II Public Trust) or the ability to obtain one
• Security+ Certified
• CompTIA certification and enrolled in the CompTIA Continuing Education (CE) Program
• Ability to work in a 24/7/365 environment including holidays
• Familiar with Service Desk support methodology
Desired Qualifications:
• CompTIA A+ certification or equivalent preferred
• HDI certification or equivalent preferred
• Relevant technical certifications preferred
• Familiar with ITIL
What you will be doing (but not limited too):
Responsibilities:
• Provides Tier I and II technical software, hardware and network problem resolution for clients by
performing problem diagnosis and guiding users through step-by-step solutions or may provide
expertise to solve first and second tier technical support issues for end-users of the organization's
products and services.
• Uses automated information systems to analyze routine situations.
• Reviews incoming requests, both computer generated and verbal, sort, code and may prioritize
for proper action.
• Resolves problems or contacts more senior technical support as necessary.
• Supports users by fulfilling individual requests for information and/or training in the utilization of
the various databases available.
• Conducts technical research for source of information required in support of request for
information related to ongoing programs and proposal efforts.
• Maintains network diagrams and circuit records.
• Instructs users in the use of PCs and networks. May perform basic PC, PBX, and network
software programming.
• Interacts with other team members, such as network services, software engineering, and/or
applications development to restore services and/or identify and correct the core problem.
Required Qualifications:
• HS Diploma with 4 years of relevant experience. (or 2 years experience with an Associates
degree, 0 years experience with a Bachelors degree or higher)
• Must be U.S. Citizen
• Department of Defense security clearance (ADP II Public Trust) or the ability to obtain one
• Security+ Certified
• CompTIA certification and enrolled in the CompTIA Continuing Education (CE) Program
• Ability to work in a 24/7/365 environment including holidays
• Familiar with Service Desk support methodology
Desired Qualifications:
• CompTIA A+ certification or equivalent preferred
• HDI certification or equivalent preferred
• Relevant technical certifications preferred
• Familiar with ITIL
group id: 90666338
