IT Service Desk Specialist II

Bristol Bay Native Corporation; San Antonio (TX); On-site; USD 55,000 - 85,000; Full time

Job summary

Vista Global Solutions, LLC (VGS) is seeking an IT Service Specialist II to support government clients in San Antonio, TX. Responsibilities include deskside support for LAN/WAN/VPN, software and hardware, and acting as a technical liaison for NIPRNet-related systems.

The role requires strong communication, problem-solving, and the ability to translate technical details for non-technical users. An active Secret clearance is preferred, with a bachelor’s degree or equivalent experience.

Qualifications

• Experience with Windows 11 operating system.
• Active Secret clearance preferred.
• Bachelor's degree or equivalent experience.

Responsibilities

• Provide deskside IT support across LAN, WAN, VPN, software and hardware.
• Maintain workstation baselines and perform inventory and diagnostics.
• Escalate complex issues to the MHS ServiceNow assignment group.
• Troubleshoot and resolve software and hardware problems for users and provide user training as needed.
• Collaborate across Desktop Support, Asset Management, Integration or Knowledge Management.

Skills

Customer support

Windows 11

Education

Bachelor's degree or equivalent experience

Tools

ServiceNow

Job description

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.

What You'll Do

• 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. The Contractor shall assist with all required equipment staging, burn-in, installation, and testing.
• Resolve computer software and hardware problems of users, and act 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; and perform related work as required.
• Might be required to work across multiple departments such as Desktop Support, Asset Management, Integration or Knowledge Management as required.

What You Bring

• Must have experience with Windows 11 operating system.
• This position is pending a T3 for suitability background investigation. Active Secret clearance is preferred.
• Certification requirements to meet IAT II, CE requirements (Sec+ plus a computing level certification)
• Education requirements are a bachelor’s degree or equivalent experience.

What We Offer

VGS offers a competitive benefits package to include: 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 and discretionary profit sharing and tuition reimbursement.