Helpdesk Specialist I

The Helpdesk Specialist I role at Dfuse Technologies is an onsite, first-level Service Desk position supporting all users of Military Health Systems (MHS). The position focuses on incident generation, accurate logging and tracking, resolution, and follow-up, with an emphasis on professionalism and timely communication.

Role Responsibilities

• Provide first-level support for all inbound calls, generating an Incident for new issues.
• Accurately log, ticket, and track incidents while maintaining ownership through resolution.
• Deliver accurate, timely, and professional resolution for supported issues.
• Maintain a high standard of professionalism and customer service during user interactions.
• Complete timely, accurate, thorough, and professional follow-up on all Incidents.
• Identify and escalate high-priority issues quickly.
• Triaging, assigning, and escalating tickets in line with current processes and standards.
• Efficiently and accurately resolve assigned Incidents.
• Identify, document, and contribute to Incident resolution information and support knowledge.
• Complete assigned duties in a timely and accurate manner.
• Maintain dependable attendance and adhere to the assigned schedule.

Required Qualifications

• High School education with 4 years of experience (or 2 years with an Associates degree, or 0 years with a Bachelors degree or higher).
• Department of Defense security clearance: ADP II Public Trust, or the ability to obtain one.
• Strong critical thinking skills to support expedient problem solving.
• Ability to support and maintain proficiency across a wide range of services.
• Ability to communicate technical matters effectively to non-technical audiences.
• Strong customer service and communications skills.
• Ability to multi-task in a fast-paced environment with shifting priorities.
• Knowledge of MS Office applications: Outlook, Word, Excel, PowerPoint.
• Familiarity with Service Desk support methodology.

Technologies

• MS Office applications: Outlook, Word, Excel, PowerPoint

Preferred Qualifications

• Familiarity with Military Health Systems (preferred).
• Relevant technical certifications (preferred).
• Familiarity with ITIL (certification preferred).
• HDI certification (preferred).

Location and Work Setting

San Antonio, TX (onsite).