IT Help Desk Technician

MVM, Inc.; San Antonio (TX); Hybrid; USD 45,000 - 65,000; Full time

Job summary

MVM, Inc. is seeking an IT Help Desk Technician in San Antonio, TX. The role supports a 24/7/365 operation and requires flexibility for after-hours coverage.

You will troubleshoot hardware, software, network, and system issues, providing timely user support and ensuring service continuity across the organization. The ideal candidate has 2+ years in IT support, strong Windows/Office skills, and a customer-focused approach.

Qualifications

• Bachelor’s degree required; associate degree with extra experience may substitute per policy.
• 2+ years of documented IT support experience or related field.
• Must be able to lift 50 pounds and participate in on-call rotation.
• Experience supporting software, hardware, and network issues; strong Windows/Office knowledge.

Responsibilities

• Respond to IT inquiries via calls and emails; diagnose and resolve hardware, software, network, and system issues.
• Troubleshoot and document issues; escalate to lead/supervisor when needed.
• Maintain accurate tickets and update SOPs and knowledge base.
• Provide after-hours support as part of on-call rotation.

Skills

Customer focus

Technical troubleshooting

Windows OS

MS Office

Strong communication

On-call rotation

Education

Bachelor’s degree

Tools

CompTIA A+

Network+

Microsoft MCP

Job description

Title and Location

Title: IT Help Desk Technician Location: San Antonio, TX Schedule: This position is mission critical and essential to the ongoing operations and requires a flexible schedule to support a 24/7/365-day operation.

About MVM, Inc.

Service, Support, Success are the pillars upon which MVM's founders built the company, and they continue to serve as MVM's core values. Along with our uncompromising insistence on integrity and ethical business practices, these values make us the service provider of choice for our customers and the employer of choice for our dedicated team members.

Working at MVM, Inc. takes a certain kind of person; we want someone who identifies with our values and is willing to challenge themselves both personally and professionally. We seek employees who are passionate about serving and making a difference in the lives of others. If you can envision joining a team where you will have the opportunity to provide mission driven results; then we are looking for you!

Job Summary

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.

Essential Functions and 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, elevate 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.

Minimum Qualifications & Skills

• 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.

Preferred Qualifications & Skills

• CompTIA A+, Network+ or Microsoft MCP preferred.

Work Schedule

This position is mission critical and essential to the ongoing operations and requires a flexible schedule to support a 24/7/365-day operation. Must be available to participate in an on-call rotation, including weekends, and provide after-hours support to address technical issues and system incidents.

Clearance

Applicants selected will be subject to a government background investigation and may be required to meet the following conditions of employment. Security Requirements: Must be a U.S. Citizen Ability to obtain/maintain a Security Clearance Favorable credit Check. Successfully pass a background investigation, drug screen. May be required to pass or present specific requirements depending on the position (i.e., DOT exam, vaccinations, CPR, flu shot).

Physical Requirements/Working Conditions

• Standing/Walking/Mobility: Must have mobility to attend meetings with other managers and employees.
• Climbing/Stooping/Kneeling: 0% - 10% of the time.
• Lifting/Pulling/Pushing: 0% - 10% of the time.
• Fine Motor Skills/Dexterity: Must be able to write, type and use a telephone system 100% of the time.
• Sitting: 0% - 10% of the time

This job description reflects management's assignment of essential functions; it does not prescribe or restrict the tasks that may be assigned. Management may revise duties as necessary without updating this job description.

Additional Information

Due to the high volume of applications received, the Talent Acquisition Department will contact you directly, should you be selected to advance in our recruitment process. For more information about the company please visit our website at www.mvminc.com

Equal Opportunity Statement

MVM, Inc. is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, disability or any other federal, state or local protected class. MVM complies with federal and state disability laws and makes reasonable accommodations for applicants and employees with disabilities. If you require reasonable accommodations in completing this application, interviewing, completing any pre-employment testing or otherwise participating in the employee selection process, please direct your inquiries to [e-mail]. MVM, Inc. is a professional services firm with 2,500 employees and counting across the United States. We have nearly forty years of experience providing professional, technical, administrative, and program management support services to our Government customers, and have extensive domain expertise in counter-narcotics, criminal and civil investigations, public safety, and national security. The health and safety of our employees and contractors continues to be our top priority as we face the challenges associated with COVID-19. MVM is continually monitoring the pandemic circumstances and making changes as appropriate given country, state and local guidelines.

Know Your Rights

Qualified individuals with a disability have the right to request reasonable accommodation. If you are unable or limited in your ability to use or access our careers website as a result of your disability, request a reasonable accommodation by: (1) sending an e-mail to [e-mail] ; (2) informing us regarding the nature of your request and (3) providing your contact information. Please do not direct any other general employment-related questions to this email and/or phone number. Only inquiries concerning a request for reasonable accommodation will be responded to from this e-mail address.