Help Desk Technician I

Planned Systems International, Inc. • San Antonio, TX

7d • Onsite

About The Position

Planned Systems International is seeking multiple candidates for a local Help Desk Services project. This project will support an educational campus of multiple buildings with Help Desk, Desktop, and AV/VTC services, and manage/support all the automation deployment, configuration, and maintenance of the Windows Platform, PC’s, laptops, peripherals (printers, fax, phone, wireless, audio visual equipment, video teleconferencing, LCD TV’s/monitors, and associated software. This is a critical and large environment requiring top-notch skills and customer support. Members of this team support the U.S. Military personnel at Medical Education and Training Campus (METC) at Fort Sam Houston in San Antonio, TX.

Requirements

• In-depth knowledge of the most recent version of the Microsoft Operating System, Microsoft Office applications, and other common desktop applications such as Adobe Acrobat, McAfee Anti-Virus and other Host Based Security Systems.
• Ability to quickly learn unique GOTS and COTS applications.
• Excellent customer service skills
• Positive image and professional manner at all times
• Knowledgeable with communicating desktop support concepts to technical and non-technical personnel
• Ability to develop technical documents and product system design documentation
• Working knowledge of Microsoft OS, help desk tracking system(s), and other software utilized at the center [i.e. SCCM (previously SMS), RightNow CRM, & HP Asset Manager], evidenced by experience or prior training, working with customer service (phone, live chat, email, fax, and/or remote assistance).
• 1 + years of progressively more responsible experience in a Microsoft customer service computer support environment supporting a large critical environment and including supporting all facets of workstation maintenance and support to include PCs, laptops, and peripherals and experience successfully handling the escalated issues in an enterprise environment.
• Must hold a current CompTIA Security + certification and MS Desktop Support Technician or equivalent DODI 8570-I Computing Environment
• Must have proven customer service skills with customer service being their driving force.
• Experience working on a Windows Help Desk team supporting the U.S. Military, a large hospital, or an academic institution.
• Must be willing and able to work 8 hours shifts between 6AM – 7PM as needed.
• U.S. Citizenship is required
• Ability to obtain, or already possess, Secret Clearance level
• Working knowledge of the Microsoft OS products and services at the Training Center
• MS Office (Word, Excel, Powerpoint, Outlook)
• Communication tools (Teams, SharePoint)

Nice To Haves

• CompTia: Security+ and MS Desktop Support Technician or equivalent DODI 8570-I Computing Environment

Responsibilities

• Provide comprehensive Service Support and Service Delivery functions in accordance with established organizational and IT service management procedures.
• Utilize foundational Information Management / IT knowledge to troubleshoot issues involving hardware, software, local intranet connectivity, and internet access.
• Serve as the initial point of contact for end users by gathering customer information, validating details, and documenting all relevant data needed for technical resolution.
• Open, log, and manage incidents in ServiceNow, ensuring accurate categorization, prioritization, and detailed description of symptoms and user‑reported issues.
• Analyze and interpret reported technical symptoms to identify root causes, applying structured troubleshooting techniques and decision paths.
• Perform Tier I/Tier II level troubleshooting activities, including: Verifying and resolving physical layer connectivity issues (cables, devices, peripheral connections, network access).
• Assisting with username, password, and account access problems.
• Executing basic maintenance and repair tasks on end‑user hardware and software.
• Conducting account creation, modification, and deletion following established identity management procedures.
• Uninstalling and reinstalling standard software applications, ensuring compatibility and proper system permissions.
• Validating correct configuration of hardware, operating systems, and application setups.
• Guiding users through application menus, system interfaces, and navigation to restore functionality or support task completion.
• Document all steps taken during troubleshooting to support accurate resolution tracking and knowledge base improvement.
• Escalate complex or unresolved issues to the appropriate support tier, ensuring proper handoff and continuity of service.
• Uphold customer service standards by delivering clear communication, timely follow‑up, and professional guidance throughout the service request lifecycle.
• Assist Tier I personnel in solving technical problems and resolving elevated issues by confirming the problem and using/finding solutions to complex issues.
• Handle tier 1 help desk items when necessary.
• Perform onsite installations or replacements of hardware components, software repair, diagnostic testing, and troubleshooting via remote desktop connections.

Benefits

• paid leave
• employer sponsored group medical
• dental
• vision
• short-term and long-term disability
• life insurance
• AD&D coverage
• legal services
• identity theft
• accident insurance
• Flexible spending account
• health saving account options
• 401(k) retirement plan with employer contribution match that is immediately vested
• professional courses
• certifications
• tuition reimbursement programs

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed