Help Desk Technician Tier II

T and T Consulting Services Inc•San Antonio, TX

1d•Onsite

About The Position

The Help Desk Technician Tier II provides Information Technology services supporting the U.S. Army Signal Regional Network Enterprise Center and its Command, Control, Communication, and Computer Information Technology (C4/IT) Enterprise Management Services at Fort Sam Houston and Joint Base San Antonio. The role supports Army commands, direct reporting units, and other installation tenants across NIPRNET and SIPRNET environments. The technician provides desktop, software, peripheral, mobile-device, and account support, including troubleshooting, installation, configuration, repair, remote assistance, and IAVA remediation. The role identifies network issues and coordinates with Tier II or Tier III administrators, reports significant outages and customer issues, and prepares recurring ticket-trend reports. As needed, the technician also supports voice and data services, including secure and classified video teleconferencing (VTC), conference setup, equipment operation, and off-site support. The position requires a SECRET government clearance and CompTIA Security+ CE or equivalent before hire. The role also contributes to proposal activities and performs other duties assigned by management.

Requirements

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.
Must have a SECRET government clearance before hire.
Must possess CompTIA Security+ CE or equivalent before hire.
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, including copiers, network printers, and plotters, as well as mobile phones and Wi-Fi devices.
Ability to project a positive, professional image 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.
Knowledge of VTC protocol capabilities.

Nice To Haves

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

Responsibilities

Provide support for Army-approved, interoperable and integrated 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 through 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 reports on 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 facilities, conference and briefing rooms, collaboration suites, and desktops.
Provide VTC studio-suite design advice, installation advice, and technical support.
Provide VTC support for conferences and customer projects, establish session connectivity, and operate equipment as required.
Provide local touch labor for mission users, including troubleshooting and repairs.
Support VTC as a managed network device on the classified network.
Assist with the design, acquisition, installation, and operation of equipment for limited user populations and supported command headquarters and installations.
Operate SVTC capabilities on a highly restricted basis for critical collaboration involving O-6 commanders and higher, locally or through interconnected events.
Set up video and audio conferences and coordinate video conferences among agencies.
Set up and provide support at off-site locations as determined, twice monthly.