End User Services Specialist (Tier II)

End User Services (EUS) Specialist - Onsite (Tier II)

Location: San Antonio, TX | Clearance: Secret | Certification: CompTIA Security+ | Experience: 3-5 years

Role Overview

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.

Key Responsibilities

Tier II Troubleshooting & Support

• 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).

Device Provisioning & Installations

• 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
• CompTIA Security+ certification.
• Strong customer service, communication, and documentation skills.