Help Desk Technician II

Planned Systems International, Inc.•San Antonio, TX

2d•Onsite

About The Position

Planned Systems International (PSI) is an Enterprise IT services company seeking a Tier II Help Desk technician for a local Help Desk Services project which supports an educational campus of multiple buildings. The Tier II Help Desk Technician provides the second line of technical support and is responsible for resolving incidents escalated from Tier I. This role requires advanced technical knowledge, strong diagnostic abilities, and the capacity to deliver both Service Support and Service Delivery functions. Tier II technicians investigate complex incidents, validate issues, identify known solutions, and manage cases through resolution using both onsite and remote support tools. Unresolved incidents are escalated to Tier III support but remain under Tier II oversight until closure. This position also supports Information Assurance activities, network port activations, and IT warehouse/asset management operations across multiple locations, including Camp Bullis. Active T3 investigation, with the ability to obtain and maintain necessary security clearances as required for access to classified information.

Requirements

3+ years of progressively more responsible experience in a Microsoft customer service computer support environment supporting a large critical environment covering all facets of workstation maintenance to include PCs, laptops, and peripherals, and experience successfully handling the escalated issues in an enterprise setting.
Must have proven customer service skills with customer service being their driving force.
Experience supporting and troubleshooting systems using Microsoft System Center Configuration Manager (SCCM) and Active Directory.
Advanced knowledge of current Microsoft Operating Systems and Microsoft Office applications (e.g., Windows 10, Office 2013/2016).
Familiarity with common desktop applications such as Adobe Acrobat, Lotus Forms, Tumbleweed, and the ability to learn unique GOTS/COTS applications quickly.
Strong customer service skills with the ability to communicate technical concepts to both technical and non‑technical users.
Ability to work within defined schedules and service-level expectations.
Must be willing and able to work 8 hour shifts between 6AM – 7PM as needed.
Ability to create technical documentation and support system design documentation.
Must perform duties as assigned by Technical Lead and/or Program Manager.
CompTIA Security+ (IAT Level I requirement under DoD 8570.01‑M)
Microsoft Desktop Support Technician or equivalent Computing Environment (CE) certification
U.S. Citizenship is required as is the ability to transfer or obtain a Active T3 investigation, with the ability to obtain and maintain necessary security clearances as required for access to classified information.
Ability to perform duties across multiple sites, including Camp Bullis.
Experience supporting and troubleshooting systems using Microsoft System Center Configuration Manager (SCCM) and Active Directory.
Advanced knowledge of current Microsoft Operating Systems and Microsoft Office applications (e.g., Windows 10, Office 2013/2016).
Familiarity with common desktop applications such as Adobe Acrobat, Lotus Forms, Tumbleweed, and the ability to learn unique GOTS/COTS applications quickly.

Nice To Haves

3+ years of progressively more responsible experience in a Microsoft customer service computer support environment supporting a large critical environment covering all facets of workstation maintenance to include PCs, laptops, and peripherals, and experience successfully handling the escalated issues in an enterprise setting.

Responsibilities

Provide second-tier technical support by investigating, validating, and resolving escalated incidents received through ServiceNow.
Perform diagnostic testing, troubleshooting, and repair of hardware, software, and network connectivity issues.
Conduct onsite installations or replacements of hardware components and perform software installation, configuration, and repair.
Use remote desktop tools and enterprise systems to resolve incidents or guide end users to resolution.
Document all actions, findings, and resolutions in ServiceNow with clear, concise, and detailed notes to ensure continuity and prevent duplicated efforts.
Escalate complex or unresolved incidents to Tier III support (Tier II Manager, Network Operations, vendors, warranty providers, PMO, DHA, NOC, etc.) while maintaining ownership until resolution.
Assist with Information Assurance Vulnerability Alert (IAVA) remediation tasks.
Manage and coordinate port activations for moves, adds, and changes in collaboration with the Network Operations Department.
Perform IT warehouse operations, including: Asset tracking and accountability, Accepting and documenting equipment deliveries, Preparing hardware for DRMO turn-in, Supporting related logistics tasks at all assigned locations, including Camp Bullis.
Develop and update technical documents, procedures, and system design documentation as required.
Deliver excellent customer service and maintain a professional demeanor in all interactions.