T and T Consulting Services, Inc.

Help Desk Technician, Tier I

T and T Consulting Services, Inc.

full-time

Posted on:

Location Type: Office

Location: San Antonio • Texas • United States

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Job Level

Junior

Tech Stack

ServiceNow

About the role

  • Provide superior customer service over phone, e-mail, fax, and/or remote assistance.
  • Perform initial support level tasks, such as gathering contact information, analyzing and documenting issues, and resolving Tier 1 level issues.
  • Resolve username and password issues, install basic software applications, check proper H/W & SW setup, and provide menu navigation support.
  • Utilize Microsoft OS, help desk tracking system(s), and other software [i.e. SCCM (previously SMS), ServiceNow, Remedy, & HP Asset Manager]
  • Investigate escalated incidents passed in ServiceNow by validating the problem and seeking known solutions related to these complex issues.
  • Assist with Information Assurance Vulnerability Alert (IAVA) remediation
  • As required, perform the tasks associated with IT warehouse operations. IT Warehouse operations include asset tracking, asset accountability, accepting and documenting deliveries from various third party shipping companies, prepping hardware for turn-in to The Defense Reutilization and Marketing Office (DRMO), etc.
  • Contribute to T&T proposal activities and all other duties as assigned by T&T managers.

Requirements

  • 1+ years experience supporting IT Help Desk
  • Experience using ServiceNow ticketing system
  • Experience with remote and on-site troubleshooting
  • Certifications (Required): This is an IAT (Level II) position as defined in DoD 8570.0 I-M which requires the appropriate certifications/accreditation (GSEC, Security+, SCNP, SSCP or better).
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
customer servicetroubleshootingissue resolutionsoftware installationasset trackingdocumentationremote assistanceIAVA remediationTier 1 supportmenu navigation
Soft Skills
communicationproblem-solvinganalytical skillsattention to detailteam collaboration
Certifications
GSECSecurity+SCNPSSCP