IT Service Desk Specialist

BRS is seeking an IT Service Desk Specialist to support Wright-Patterson AFB desktop environment under DHA/GSP, in an onsite role based in San Antonio, TX. This position offers the chance to contribute to a government-critical operation, handling first-line and Tier II user support, on-site touch-labor, and comprehensive incident and asset management.

Responsibilities

• Answer IT support calls, provide walk-up desk support, and respond to user questions.
• Deliver desk-side and remote assistance to resolve software and hardware problems that cannot be resolved remotely by the enterprise GSC.
• Assist with first-line troubleshooting for account issues, including SAAR and Active Directory (AD).
• Provide Tier II technical customer service and support to users regarding all aspects of In and Out-processing.
• Direct out-of-scope calls or issues that do not belong to the local site back to Tier 1 (enterprise service desk).
• Provide on-site touch-labor, including integration, configuration, and installation of authorized hardware, software, and peripherals.
• Install and configure internal workstation components, such as network cards, sound cards, video cards, and other hardware expansions.
• Support local technology acquisition and lifecycle management (LCM) for desktops, laptops, tablets, printers, and other IT hardware.
• Prepare IT systems according to Air Force and AFMS configuration guidelines from new equipment through full lifecycle.
• Perform data migration by copying all stored data and files to new equipment and verifying that all data and files are present and functional before completing a deployment.
• Manage the IT Service Desk queue, completing incidents, cases, and request tickets in a timely manner according to SLA performance objectives.
• Acknowledge all assigned trouble tickets and ensure the customer receives correspondence within 24 hours by updating the ticket in progress or leaving detailed notes.
• Document all work performed accurately within the Incident Management System (ServiceNow).
• Follow established DHA procedures to request and obtain software licenses.
• Keep a current, strictly accountable inventory of all equipment from the initial receipt of hardware from the Logistics Division to the return of recovered equipment.
• Clearly document the old and new serial numbers of any serially numbered component that is replaced, following all procedures for equipment tracking and the return of defective parts.

Requirements

• Mandatory valid CompTIA Security+ certification.
• Current with desktop Microsoft Operating System and other software used within DOD or Government offices, evidenced by experience and course completion of that operating system.
• At least one year of experience in troubleshooting and repairing both hardware and software-related issues.
• Complex and progressive experience in a Microsoft computer support environment with experience in a Microsoft customer service and support environment within a large critical environment.
• Experienced in workstation maintenance and support.
• Experienced in troubleshooting and repairing the standard set of peripherals for a workstation in an enterprise medical environment.
• Ability to demonstrate high standards of customer support and produce high customer satisfaction.
• Meet the requirements for an IAT Level II position as defined in DoD 8570-01-M.
• U.S. citizenship or the ability to obtain it and pass a government background investigation.

Technologies

• Microsoft Windows operating systems
• Active Directory
• ServiceNow