Help Desk Technician Tier II

T and T Consulting Services•San Antonio, TX

2d•Onsite

About The Position

The Help Desk Technician Tier II provides information technology services for the U.S. Army Signal Regional Network Enterprise Center at Fort Sam Houston, supporting command, control, communications, and computer IT enterprise management services. The role delivers desktop, software, peripheral, and account support for NIPRNET and SIPRNET users across the installation, including priority assistance for command staff, unit control centers, and directors. It also supports network troubleshooting, outage reporting, ticket analysis, and coordination with Tier II or Tier III administrators. On an as-needed basis, the technician supports mission-specific SBU and SVTC services, including video teleconference (VTC) systems in classrooms, command-and-control spaces, conference and briefing rooms, collaboration suites, and desktops. This work includes operating and maintaining VTC equipment, supporting classified-network connectivity, setting up conferences, and providing support at off-site locations as determined, twice monthly. The position requires a Secret government clearance and CompTIA Security+ CE certification or equivalent before hire. The posting describes support for a broad installation community and multiple desktop, mobile, printing, and video-conferencing systems.

Requirements

Possess a Secret government clearance before hire.
Possess CompTIA Security+ CE or an equivalent certification before hire.
At least 3 years of experience supporting an IT Help Desk.
Experience using the ServiceNow ticketing system.
Experience with remote and on-site troubleshooting.
Experience imaging computers.
Experience with Active Directory Users and Computers.
Experience with remote connection and troubleshooting using Microsoft Systems Center Configuration Manager.
In-depth knowledge of the most recent Microsoft operating system version, Microsoft Office applications such as Windows 11 and Microsoft 365, and common desktop applications such as Adobe Acrobat and Active Client.
Ability to quickly learn unique GOTS applications.
Ability to support multiple peripheral devices within an IMCOM campus.
Ability to project a positive image and professional manner and work within a set time schedule.
Knowledge and experience communicating desktop support concepts to technical and non-technical personnel.
Ability to develop technical documents and produce system design documentation.

Nice To Haves

Customer service skills.
Experience networking printers.
Working knowledge of dealing with spillages.

Responsibilities

Provide support for approved Army common-user office automation desktop software.
Provide on-site desktop, software, and peripheral support for NIPRNET and SIPRNET customers, with priority support for command staff, unit control centers, and directors.
Report significant outages and customer issues to appropriate management personnel.
Resolve desktop problems using remote control and assist with IAVA remediation.
Install, configure, troubleshoot, relocate, and repair desktops, mobile devices, and printers.
Identify network problems affecting users and coordinate with Tier II or Tier III administrators to restore service.
Create NIPR and SIPR accounts.
Provide weekly ticket reports covering ticket age, common reported problems, and average ticket closure times by technician, type, week, and month.
Participate in monthly meetings with HQ IMCOM G6 personnel and the Project Manager to discuss Help Desk trends and statistics.
Contribute to T&T proposal activities and perform other duties assigned by T&T managers.
As needed, operate and maintain mission-specific SBU and SVTC services, including VTC services in classrooms, transportable systems, command-and-control spaces, conference rooms, briefing rooms, collaboration suites, and desktops.
Provide design, installation advice, and technical support for VTC studio suite equipment.
Provide VTC support for conferences and customer projects, establish session connectivity, and operate equipment as required.
Provide local hands-on troubleshooting and repair for mission users.
Support VTC as a managed network device on the classified network.
Provide technical assistance with the design, acquisition, installation, and operation of equipment for the specified limited user population.
Operate SVTC capability on a highly restricted basis for critical collaboration involving O-6 Commanders and higher personnel, locally or through interconnected events.
Set up video and audio conferences and coordinate video conferences among agencies.
Set up and support off-site locations, as determined, twice monthly.