Helpdesk Specialist II

Guidehouse•San Antonio, TX

11d•Onsite

About The Position

Helpdesk Specialist II (SCA Occupation; Personal Computer Support Technician) will provide advanced technical advice and guidance on company technical software and hardware. This role involves providing Tier I and II technical software, hardware, and network problem resolution for clients by performing problem diagnosis and guiding users through step-by-step solutions. The specialist may also provide expertise to solve first and second tier technical support issues for end-users of the organization's products and services. The role requires using automated information systems to analyze routine situations, reviewing and prioritizing incoming requests, and resolving problems or escalating to more senior technical support as necessary. Additionally, the specialist will support users by fulfilling individual requests for information and/or training, conducting technical research, maintaining network diagrams and circuit records, and instructing users in the use of PCs and networks. Basic PC, PBX, and network software programming may also be performed. The role involves interacting with other team members, such as network services, software engineering, and/or applications development, to restore services and identify and correct core problems.

Requirements

HS Diploma is required.
Four years of overall work experience, two years with an Associates degree or zero with a bachelors.
US Citizenship is contractually required.
Must be able to OBTAIN and MAINTAIN a Federal or DoD "SECRET" security clearance; candidates must obtain approved adjudication of clearance prior to onboarding with Guidehouse.
Security+ Certified OR CompTIA certification and enrolled in the CompTIA Continuing Education (CE) Program
Ability to work in a 24/7/365 environment including holidays
Familiar with Service Desk support methodology

Nice To Haves

CompTIA A+ certification or equivalent preferred
HDI certification or equivalent preferred
Relevant technical certifications preferred
Familiar with ITIL

Responsibilities

Provides Tier I and II technical software, hardware and network problem resolution for clients by performing problem diagnosis and guiding users through step-by-step solutions or may provide expertise to solve first and second tier technical support issues for end-users of the organization's products and services.
Uses automated information systems to analyze routine situations.
Reviews incoming requests, both computer generated and verbal, sort, code and may prioritize for proper action.
Resolves problems or contacts more senior technical support as necessary.
Supports users by fulfilling individual requests for information and/or training in the utilization of the various databases available.
Conducts technical research for source of information required in support of request for information related to ongoing programs and proposal efforts.
Maintains network diagrams and circuit records.
Instructs users in the use of PCs and networks.
May perform basic PC, PBX, and network software programming.
Interacts with other team members, such as network services, software engineering, and/or applications development to restore services and/or identify and correct the core problem.

Benefits

Medical, Rx, Dental & Vision Insurance
Personal and Family Sick Time & Company Paid Holidays
Parental Leave
401(k) Retirement Plan
Group Term Life and Travel Assistance
Voluntary Life and AD&D Insurance
Health Savings Account, Health Care & Dependent Care Flexible Spending Accounts
Transit and Parking Commuter Benefits
Short-Term & Long-Term Disability
Tuition Reimbursement, Personal Development, Certifications & Learning Opportunities
Employee Referral Program
Corporate Sponsored Events & Community Outreach
Care.com annual membership
Employee Assistance Program
Supplemental Benefits via Corestream (Critical Care, Hospital Indemnity, Accident Insurance, Legal Assistance and ID theft protection, etc.)
Position may be eligible for a discretionary variable incentive bonus