T and T Consulting Services, Inc.

Help Desk Technician, Tier II

T and T Consulting Services, Inc.

full-time

Posted on:

Location Type: Office

Location: San Antonio • Texas • United States

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Tech Stack

ServiceNow

About the role

  • Provide support to interoperable and integrated standard common user office automation desktop software as approved for use by the Army.
  • Provide on-site desktop, software, and peripheral support for NIPRNET and SIPRNET customers; priority support for command staff, unit control center, and directors; report significant outages and/or customer issues to appropriate management personnel.
  • Resolve desktop problems via Remote Control; assist with IAVA remediation.
  • Install, configure, troubleshoot, relocate, and repair desktops, mobile devices (smart phone, mobile hotspots), and printers.
  • Identify network problems impacting users and work with appropriate Tier II or III administrators to quickly restore optimum service.
  • Responsible for NIPR and SIPR account creation.
  • Provide a weekly report on the age of tickets currently in the queue, the most common problem reported during the week, average time to close a ticket by technician, average time to close a ticket by type, and average time to close a ticket by week and by month.
  • Participate in a monthly meeting with HQ IMCOM G6 personnel, along with the Project Manager, to discuss Help Desk trends and statistics.
  • Contribute to T&T proposal activities and all other duties as assigned by T&T managers.
  • Operate and maintain mission specific SBU and SVTC services as required.
  • Provide technical support and assistance in the design, acquisition, installation, and operation of the equipment to limited user population (to Brigade level at PPP/PSP and installations supporting two (2) or more non-tactical Command HQs).

Requirements

  • 3+ years’ experience supporting IT Help Desk
  • Experience using ServiceNow ticketing system
  • Experience with remote and on-site troubleshooting
  • Imaging computers.
  • MUST have SECRET government clearance prior to being hired.
  • MUST possess a CompTIA Security+ CE or equivalent prior to being hired.
  • Customer Service Skills
  • Networking printers
  • Working knowledge of dealing with spillages.
  • Experience w/Active Directory Users and computers.
  • Experience with remote connection and troubleshooting using Microsoft Systems Center Configuration Manager.
  • In-depth knowledge of the most recent version of Microsoft Operating System, Microsoft Office applications (e.g. Win11 and MS O365), and other common desktop applications such as Adobe Acrobat, Active Client, etc.; ability to quickly learn unique GOTS applications.
Benefits
  • Competitive benefits package including health, dental, vision, life insurance coverage, 401(k) Plan, Training Programs, Accrued Paid Time Off (PTO) and Paid Holidays.
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
IT Help Desk supportremote troubleshootingon-site troubleshootingimaging computersActive DirectoryMicrosoft Systems Center Configuration ManagerMicrosoft Operating SystemMicrosoft Office applicationsnetworking printersIAVA remediation
Soft Skills
customer service skills
Certifications
CompTIA Security+ CESECRET government clearance