IT Help Desk Technician

MVM•San Antonio, TX

3d•Onsite

About The Position

The Help Desk Technician serves as the primary point of contact for IT-related inquiries and technical issues across the organization. This role is responsible for receiving, troubleshooting, diagnosing, and resolving hardware, software, network, and system-related problems while providing timely and effective support to end users. The Help Desk Technician delivers comprehensive technical support throughout MVM, Inc., ensuring systems remain operational and aligned with business needs, operational requirements, and contractual obligations. This position plays a critical role in maintaining service continuity, enhancing user productivity, and supporting compliance with company policies and contract requirements.

Requirements

Possess a bachelor’s degree from an accredited university (an associate degree with two or more years of extra relevant experience may be substituted for a bachelor’s degree, or more than four years of related experience may be substituted for a degree).
Have at least two years or more of documented experience in a field related to information technology support, system/database development or management, or similar occupational area; and (a minimum of four years of experience is required when an associate’s degree with two or more years of relevant experience is substituted for a bachelor’s degree or 6 years of experience in a related field when four years of experience is substituted for a degree).
Demonstrate experience applicable to the goals and objectives of this requirement and appropriate for a similar program environment.
Must be able to lift and carry IT equipment weighing 50 pounds.
Must be available to participate in an on-call rotation, including weekends, and provide after-hours support to address technical issues and system incidents.
Experience providing software, hardware, network, and computer user support.
Working knowledge of Ethernet, TCP/IP, network cabling, wireless, and remote access.
Working knowledge of MS Windows OS, Office Suite, and antivirus software.
Strong written and verbal communication skills.
Must be a U.S. Citizen
Ability to obtain/maintain a Security Clearance
Favorable credit Check.
Successfully pass a background investigation, drug screen.

Nice To Haves

CompTIA A+, Network+ or Microsoft MCP preferred.

Responsibilities

Respond effectively to inbound calls, emails, electronic inquiries for technical assistance from employees and/or client’s staff and contractors (users).
Efficiently trouble-shoot, diagnosis, and resolve technical issues presented by the users, with quality as an objective and be driven to provide effective problem resolution, communication, and transparency throughout the issue.
When necessary, escalate problems to the Technical Lead, or supervisor based on operational procedures.
Update relevant documents, documentation, and articles (tickets, SOPs, knowledge-based documents).
Perform other duties as assigned.