What are the responsibilities and job description for the Helpdesk II position at P3S Corporation?
Job Title: Help Desk Tier II
- Clearance Required: TS Required; TS/SCI preferred.
- Type of Work: FTE – Federal Contract
- Location: San Antonio, TX – 100% onsite
Salary Range: DOE
Job Summary: Seeking a Help Desk Technician to work 100% in-house. The HD will be responding to, assisting with, logging and or escalating customer technical issues by phone, email, and or remotely. This role is typically responsible for learning and mastering the back-end operations of the company’s hardware and software systems to educate and assist customers accordingly. The technician will document all feedback from the issues and relay them to the IT Team for new updates and other features.
Education
- High School diploma or equivalent
- Associate or bachelor's a plus
- IT Certifications a plus
Qualifications
- Min. 6 months experience with customer support, call center, Help Desk, Service Now, SCIF and information technology industry.
- Min.1 years’ experience with an incident tracking system/help desk ticketing system
- Federal Contractor and/or ex-military IT experience preferred.
- Authorized to work in the US without sponsorship.
- Current and Clean Driver’s License
Requirements & Knowledges:
- Microsoft Windows Operating Systems
- Service Now
- Microsoft Office
- Installing and troubleshooting Microsoft Office Suite
- SCIF
- DNS - create and Manage DNS Records
- DHCP - troubleshoot & manage DHCP Role
- RRAS - troubleshoot & manage VP Connections, User Creation, etc.
- File Services - Troubleshoot and manage share and permissions.
- Remote Desktop Services - Troubleshoot and manage remote desktop services.
- Configuring & Supporting Devices & Device Drivers
- Windows 7/8/10
- Installing Windows
- Isolating, Troubleshooting & Resolving operating system problems
- Ability and desire to build additional technical skills.
Responsibilities
- Receives and logs customer problem/request/issues and ensures proper documentation.
- Performs initial level of problem identification and attempts to resolve using provided knowledge articles when appropriate.
- Documenting all troubleshooting efforts in problem ticket and makes prompt notification to responsible party for resolution to minimize the amount of time taken to resolve customer issues.
- Performs incident notification and escalation to ensure problems/request/issues are communicated effectively and receive proper management attention.
- Performs follow up on all incidents with customer to ensure customer satisfaction.
- Develops and maintains knowledge of the problem tracking software and database.
- Experience supporting & troubleshooting hard and software.
- Installing, configuring, and supporting
- Other duties as assigned by supervisor/manager.
P3S is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status.”