IT Service Desk Specialist II
About The Position
Vista Global Solutions, LLC (VGS) is a government contracting and consulting firm supporting several federal agencies and military installations across the U.S. We are seeking an IT Service Specialist II to join our ongoing mission in San Antonio, TX. This role involves providing comprehensive IT support, including deskside assistance, hardware and software troubleshooting, and user support for NIPRNet systems. The specialist will maintain operational baselines, resolve user issues, and escalate complex problems as needed. The position may also require working across different IT departments such as Desktop Support, Asset Management, Integration, or Knowledge Management.
Requirements
- Must have experience with Windows 11 operating system.
- Certification requirements to meet IAT II, CE requirements (Sec+ plus a computing level certification).
Nice To Haves
- Active Secret clearance is preferred.
- This position is pending a T3 for suitability background investigation.
Responsibilities
- Professionally communicate with customers while being able to breakdown technical information for customers to understand.
- Provide deskside support in the following categories: LAN, WAN, wireless LAN, software, hardware, network, administrative, virtualized private network (VPN), and special projects as approved by the Government and as directed by other DHA Enterprise Support Elements for systems supporting primarily Non-Classified Internet Protocol Router Network (NIPRNet) systems.
- Maintain workstation/laptop operational baselines through established processes and procedures that include potential or periodic risk reviews as required by DHA Enterprise Support Teams and/or as mandated by DoD/DHA policies and directives.
- Provide hardware support inclusive of, but is not limited to on-site IT support, troubleshooting, integration, configuration, and installation of authorized hardware software and peripherals.
- Assist with all required equipment staging, burn-in, installation, and testing.
- Resolve computer software and hardware problems of users, and acts as a contact for users having problems using computer software, hardware, and operating systems.
- Escalate complex technical issues to appropriate MHS ServiceNow assignment group.
- Respond to trouble tickets to resolve user problems.
- Under general supervision, provide technical software, hardware and network problem resolution to the user community by performing question/problem diagnosis and guiding users through step- by-step solutions in a call center environment.
- Clearly communicate technical solutions in a user-friendly, professional manner.
- Provide one-on-one end-user training as needed.
- Assist Network Technicians.
- Troubleshoot network printer problems.
- Pass more complex end-user problems on to Network Technicians.
- Conduct hardware and software inventory database maintenance and reporting.
- Perform related work as required.
- May be required to work across multiple departments such as Desktop Support, Asset Management, Integration or Knowledge Management as required.
Benefits
- paid holidays
- paid time off including sick and vacation leave
- medical, dental and vision insurance
- flexible spending accounts
- short and long term disability
- company paid life insurance
- 401(k) with a company match
- discretionary profit sharing
- tuition reimbursement
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
