Desktop Support Specialist
About The Position
Vista Global Solutions, LLC (VGS), a government contracting and consulting firm supporting federal agencies and military installations, is seeking a Desktop Support Specialist to provide tiered IT support operations at Fort Sam Houston in San Antonio, Texas. The specialist supports user-level IT resources, including desktops, laptops, printers, and scanners, and helps plan, install, configure, maintain, troubleshoot, and optimize PC-based infrastructure. The position works in a tiered support environment, resolving and documenting customer tickets or escalating issues to Server Administration, Network Administration, Cyber, DHA, or other higher-level support teams. The role includes onsite and remote support, ticket management, end-user device support, technical documentation, inventory procedures, and customer service.
Requirements
- CompTIA A+ certification.
- CompTIA Security+ certification.
- U.S. citizenship.
- Ability to pass a government background investigation (T3 for suitability).
- Ability to provide documentation supporting required basic immunization/vaccination status, if required by Carl R. Darnall Army Medical Center.
- Ability to lift up to 40 pounds.
- May be required to work outside the traditional work schedule or off-shift for on-call or emergency situations.
Nice To Haves
- Microsoft Desktop certification (MCSA Win11, MCTS, or MCDST) is preferred over A+, but is not required.
Responsibilities
- Provide Tier I, II, and III Help Desk support, including ticketing and system and operational troubleshooting onsite and remotely.
- Set up, maintain, troubleshoot, and repair PCs, peripherals, printers, scanners, and standard software packages.
- Map network drives, install peripherals and print drivers, modify software settings, and perform other desktop-level IT support.
- Install COTS/GOTS software, including MS Server 2016, Windows 11, Microsoft Office, VT emulation software, MHS GENESIS/Composite Health Care System, and other MTF-specific software.
- Use DHA Global Service Center and ServiceNow platforms to log, prioritize, monitor, document, resolve, and close support tickets.
- Document troubleshooting methods, root cause analyses, and resolutions, and assist in developing SOPs for recurring technical issues.
- Provide remote and touch-labor End User Device (EUD) support and incident resolution.
- Support Incident, Problem, and Request Management processes using the ITIL service framework and best-business practices.
- Develop and maintain a knowledgebase to support consistent and accurate Help Desk service.
- Perform stress and performance testing on computer hardware, including circuit boards and processors.
- Use specialty tools such as Olympus for printer and device management.
- Support inventory control, including tracking equipment acceptance and return through temporary hand receipts.
- Participate in weekly technical meetings to share and develop resolutions for technical issues.
- Provide strong customer service and perform other duties assigned within the position's skillset.
Benefits
- Paid holidays.
- Paid time off, including sick and vacation leave.
- Medical insurance.
- Dental insurance.
- Vision insurance.
- Flexible spending accounts.
- Short- and long-term disability.
- Company-paid life insurance.
- 401(k) with company match.
- Discretionary profit sharing.
- Tuition reimbursement.
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What This Job Offers
Job Type
Full-time
Education Level
No Education Listed
