Helpdesk Specialist II – San Antonio, TX

Dfuse Technologies, Inc.; San Antonio (TX); On-site; USD 50,000 - 70,000; Full time

Job summary

Dfuse Technologies, Inc. is seeking a Helpdesk Specialist II in San Antonio, TX. The role provides advanced technical advice on company software and hardware and supports end-users across multiple platforms.

Responsibilities include Tier I/II problem resolution, routine system analysis, and coordinating with networking and software teams to restore services. A DoD security clearance or the ability to obtain one is required, along with Security+ certification and ongoing CompTIA CE participation.

Qualifications

• HS Diploma with 4 years of relevant experience or 2 years with an Associates degree or 0 years with a Bachelors degree or higher.

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.
• Uses automated information systems to analyze routine situations.
• Reviews incoming requests, 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.
• 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 to restore services and identify and correct the core problem.

Skills

Service Desk

ITIL familiarity

Security+ Certified

Education

HS Diploma with 4 years of relevant experience

CompTIA CE Program

HDI certification

Job description

Helpdesk Specialist II – San Antonio, TX

Helpdesk Specialist II will provide advanced technical advice and guidance on company technical software and hardware. What you will be doing (but not limited to):

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.

Required Qualifications:

• HS Diploma with 4 years of relevant experience (or 2 years experience with an Associates degree, 0 years experience with a Bachelors degree or higher)
• Must be a U.S. Citizen
• Department of Defense security clearance (ADP II Public Trust) or the ability to obtain one
• Security+ Certified
• 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

Desired Qualifications:

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