Mid Level Help Desk Technician

San Antonio, Texas
Jun 15, 2022
Jun 26, 2022
Full Time

The Mid-Level Help Desk Technician will field incoming help requests from end users via telephone, e-mail, in person, and other tech platforms in a courteous manner. This position is considered equivalent to Tier II help desk support.

  • Responsible for initial setup of IT equipment, including laptops, Polycoms, ZOOM rooms, VTC camera equipment, and multifunction machines, etc.
  • Field incoming help requests from end users via multiple tech platforms and in person.
  • Build rapport and elicit problem details from help desk customers.
  • Identify, diagnose, and resolve level one problems for users of the software and hardware, LAN, WAN, VPN, the Internet, and new computer technology, communicating solutions to end-users.
  • Prioritize and schedule problem resolutions.
  • Escalate problems when required, to the appropriate next level.
  • Use ticketing system to record, track, and document Help Desk requests.
  • Apply diagnostic utilities to aid in troubleshooting.
  • Accesses software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.
  • Identify and learn appropriate software and hardware used and supported by the organization.
  • Perform remote fixes at the desktop level, including installing and upgrading software.
  • Perform preventative maintenance, including checking and cleaning of workstations, pc's, laptops, printers, and peripherals.
  • Test fixes to ensure problem has been adequately resolved.
  • Perform post-resolution follow-up to help requests.
  • Provide one-on-one end-user problem resolution for approved software.
  • Receive, deliver, tag, set up, and assist with the configuration of end-user hardware, software, and peripherals.
  • Support software and hardware on equipment, like scanners, copiers, printers, monitors, and other peripherals.
  • Assign user-name, password, and access right permissions for multiple proprietary applications as well as client software.
  • Help install local area network cabling systems and equipment, like network interface cards, hubs, and switches.
  • Manage effective inventory control of property and monitor system warrantee and support service programs to ensure maximum system uptime and availability.
  • Other duties as assigned

  • High school diploma or GED and 2+ years of related experience
  • Experience using Windows Deployment Services for client imaging
  • Cyber Security Work Force (CSWF) operating system certification, or government approved equivalent required
  • Linux configuration and management experience
  • CompTIA Security+ certified or government approved equivalent
  • Must meet position and certification requirements outlined in DOD Directive 8570.01-M for Information Assurance Technician Level 1
  • Background check required with the ability to obtain a TS/SCI clearance
  • The position requires a COVID vaccination or an approved accommodation/exemption for a disability/medical condition or religious belief

Knowledge, Skills and Abilities
  • Windows 10 experience is preferred.
  • DoD and/or U.S. Air Force experience preferred.
  • Must be well organized, an effective communicator at multiple levels, and able to grasp system concepts and communicate their applications.
  • Ability to learn new systems and associated software applications for proficient execution of tasks and manage multiple tasks with time related constraints in a fast- paced environment.
  • Familiar with laptop (iOS and Microsoft) initial setup, imaging, cloning, and re-imaging.
  • Thorough working knowledge of the latest version of Microsoft Windows environment.
  • Thorough working knowledge of configuration and setup of Apple iOS.
  • Thorough working knowledge of configuration and setup of Linux.
  • Thorough knowledge of PC/client repair and maintenance (hardware/software).
  • Strong customer service skills, including verbal communication.
  • Experience working with Jira, Confluence, and Microsoft Teams is preferred.
  • Ability to work in customer-facing environment with high professionalism standards.
  • Ability to work with others, as part of a multi-functional team, and contribute to a friendly working environment.

Executive Order 13495, The Non Displacement of Qualified Workers Under Service Contracts provide first right of refusal to incumbents on contracts. If the position is accepted by the incumbent on the job, other application/resume of non-incumbents will not be reviewed.

#Cyberstar, LLC

Chenega Corporation and family of companies is an EOE.

Equal Opportunity Employer/Veterans/Disabled

Native preference under PL 93-638.

We participate in the E-Verify Employment Verification Program

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