Helpdesk Specialist II – San Antonio, TX

Dfuse Technologies, Inc.; San Antonio (TX); On-site; USD 42,000 - 62,000; Full time

Job summary

Dfuse Technologies, Inc. in San Antonio, TX seeks a Helpdesk Specialist II to provide Tier I and II support for software, hardware, and networks, guiding users through resolutions and escalating as needed.

The role requires a HS Diploma with relevant experience, DoD security clearance eligibility, Security+ and CompTIA CE, and a readiness to work in a 24/7 environment with collaboration across network services and software teams.

Qualifications

• HS Diploma with 4 years of relevant experience (or 2 years with an Associates degree, 0 years with a Bachelor’s 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

Responsibilities

• Provides Tier I and II technical software, hardware and network problem resolution for clients by diagnosing problems and guiding users through step-by-step solutions or providing expertise to solve first and second tier issues
• Uses automated information systems to analyze routine situations
• Reviews incoming requests, both computer generated and verbal, sort, code and 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 databases
• Conducts technical research for sources of information required for 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 to restore services and identify/correct core problems

Skills

Service desk methodology

24/7/365 operations

Education

HS Diploma with 4 years relevant experience

Tools

Security+ Certification

CompTIA CE Program

Job description

Helpdesk Specialist II – San Antonio, TX

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

Contact information for further details: 20 Pidgeon Hill Drive, Suite 106 Sterling, VA 20165
Tel: [phone]
Fax: [phone]
E-mail: [e-mail]

UEI: ZS5CMPHGBK85

Cage: 528V0