IT Help Desk Engineer

DOCUmation; San Antonio (TX); On-site; USD 55,000 - 75,000; Full time

Job summary

DOCUmation in San Antonio, TX is seeking an IT Help Desk Engineer to support the Managed IT Services Department. The engineer will handle basic service ticket response, onsite support, and project work for clients, reporting to the IT Service Delivery Manager.

Candidates should have at least an Associate degree or equivalent, 5+ years IT Help Desk experience, and certifications including Security+, Network+, and CompTIA A+. Cisco CCNA is a plus; CJIS background check is required.

Qualifications

• Provide timely, polite, and efficient service to customers.
• Ability to prioritize tasks to meet goals and deadlines.
• Experience working both independently and as a team member.
• Experience implementing and supporting a wide range of technologies.

Responsibilities

• Handle service calls for current customers and perform basic troubleshooting.
• Assist with project work: install/modify/repair hardware/software, network devices, and antivirus/patch management.
• Interface with end-users to understand issues and drive to resolution.
• Identify and implement solutions in a fast-paced environment across multiple deployments.

Skills

Customer service

Prioritization

Teamwork

Technical troubleshooting

Education

Associate degree or equivalent experience

Tools

Security+

Network+

CompTIA A+

Job description

Description

Position: IT Help Desk Engineer

Department: MIT Help Desk

Reports To: IT Service Delivery Manager

Salary grade: DOE

FLSA Status: Full Time / Exempt

Location: San Antonio

Description

The IT Help Desk Engineer will assist in the day-to-day tasks and operations of the Managed IT Services Department. This individual will be involved with basic service ticket response, onsite support, and project work for clients.

Responsibilities

• Service calls for current customer base - server, workstation, switch, router, end-user and other basic troubleshooting, while effectively communicating issues and alternative solutions. Takes initiative to achieve valued-added results and improve upon solutions offered.
• Assist with Project Work for New or Current Customers - install, modify, and repair computer hardware and software, router/switch networking, installing agents and antivirus, patch and update management.
• Customer Service - the ability to interface with end-users, listen to concerns/problems and see them through to resolution, while developing / fostering collaborative working relationships with the customer.
• Time Management - identify / implement solutions to broad, complex, and critical customer enhancement challenges in a fast paced environment; while using a high degree of insight, research, analytical skills, to develop new or enhanced methods and techniques to resolve problem through multiple project deployment daily.

Experience & Required Skills

• Provide a timely, polite, efficient service and a positive Company image.
• Able to prioritize in order to meet goals and deadlines
• Highly experienced working both alone and as a team member
• Experience implementing and supporting wide ranging technologies

Education & Certification

• Minimum: Associates or Technical Degree or equivalent experience (5+ years or more) Preferred
• CompTIA A+, Network+, Security+ required to varying degrees
• CCNA (Cisco) Routing and Switching (recommended)

Physical Requirements

• Lifting and / or exerting of force up to 50 pounds occasionally and 10 pounds of lifting /force frequently

Special Requirements

• Applicants for this position must pass a Criminal Justice Information Systems (CJIS) fingerprint-based background check and maintain CJIS eligibility

Note: This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice to meet the needs of the organization.

Experience

Preferred

• 5 year(s): IT Help Desk experience

Licenses & Certifications

Required

• Security+
• Network+
• CompTIA A+

Preferred

• Cisco CCNA

Behaviors

Preferred

• Team Player: Works well as a member of a group
• Detail Oriented: Capable of carrying out a given task with all details necessary to get the task done well

Motivations

Preferred

• Growth Opportunities: Inspired to perform well by the chance to take on more responsibility
• Goal Completion: Inspired to perform well by the completion of tasks
• Ability to Make an Impact: Inspired to perform well by the ability to contribute to the success of a project or the organization

Equal Opportunity Employer

This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.