IT Service Desk Specialist II

The IT Service Desk Specialist II provides technical support to end users for a Federal agency. This position is 100% onsite in San Antonio, TX (Fort Sam Houston) and requires eligibility for a Secret Clearance.

Location

Fort Sam Houston, TX (onsite)

Compensation

USD 50,000 - 60,000 per year

Role Responsibilities

As an IT Service Desk Specialist II, you will support end users for hardware, software, and systems-related needs, serving as the escalation path for moderate to highly complex issues.

• Provide technical support to end users via phone, email, or chat for hardware, software, and systems issues, including support coverage for call overflow during peak time or reduced staffing.
• Troubleshoot and resolve hardware and software issues; escalate complex problems as necessary and act as the escalation path to resolve moderate to highly complex technical issues.
• Use Microsoft and management tools to process support requests, including installing and troubleshooting Microsoft OS and office automation software.
• Perform on-site maintenance for government-owned equipment, including desktops, laptops, and mobile devices, and manage LAN-connected device repairs and modifications.
• Configure and troubleshoot peripherals such as printers, monitors, and scanners, addressing hardware, software, systems, and peripheral issues both remotely and on-site.
• Document all support activity in the ticketing system, including problem identification, resolution, and final disposition.
• Install, configure, and troubleshoot common network protocols including Transmission Control Protocol (TCP) and Internet Protocol (IP), along with wireless protocols.
• Resolve issues related to automation hardware, software, systems, and peripherals on-site, at the support center, or remotely.
• Ensure repaired systems are fully operational by testing both standalone and network-connected configurations, and perform hardware and software updates.
• Support the development and maintenance of a knowledge management system to improve support efficiency.

Required Experience and Education

• Minimum 4 years of progressive experience in IT service desk or related technical support roles.
• Bachelor’s degree and/or equivalency.

Security Clearance and Certification Requirements

• Must be eligible for a Secret Clearance.
• IAT II certification per DoD 8570.01-M requirements: (CCNA-Security, GICSP, GSEC, Security+ CE, SSCP).
• CE: Associate level certification (professional preferred).

Additional Qualifications

• Ability to work 100% onsite in San Antonio, TX; occasional travel may be required.

Technologies

• Microsoft OS
• Office automation software
• Transmission Control Protocol (TCP)
• Internet Protocol (IP)

Benefits

• Comprehensive medical, dental, and vision insurance starting the first of the month after joining.
• 401(k) plan with immediately vested employer contributions; no matching required.
• Generous Paid Time Off (PTO), including one (1) additional day of paid wellness leave per calendar year, and observance of ten (10) federal holidays.
• Pet Insurance.
• Tuition reimbursement, internal training programs, and company-sponsored industry certifications.
• Team building activities, community volunteering, quarterly HQ days, wellness events, happy hours, family fun events, and more.

Preferred Qualifications

• Experience supporting federal customers in a service desk or IT support capacity.
• Familiarity with Microsoft operating systems, office automation tools, and network troubleshooting.
• Previous Federal Consulting Experience.