Helpdesk Specialist II

Helpdesk Specialist II

San Antonio, TX

100% onsite - 24*7 support

Should be open to work in Shifts

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 (Secret clearance) 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