Tier 1–2 Help Desk Technician | Windows, AD & Security+

Sweeping Corporation of America; San Antonio (TX); On-site; USD 42,000 - 70,000; Full time

Benefits offered by this job

Paid holidays

Paid time off including sick and VAC

Medical, dental and vision insurance

Flexible spending accounts

Short and long term disability

Company paid life insurance

401(k) with company match

Discretionary profit sharing

Tuition reimbursement

Job summary

Eagle Integrated Services in the United States is seeking a Journeyman Computer User Support Specialist (Help Desk). The role provides Tier 1/2 support for hardware, software, and network issues, with remote troubleshooting and system imaging.

You’ll help users with account management and basic training while escalating complex incidents to Tier 3. The position requires 3–5 years in IT support, Windows and Office 365 proficiency, and a current Security+ CE with SECRET clearance.

Qualifications

• Three to five years of hands-on IT help desk or desktop support.
• Experience troubleshooting hardware and software in a professional environment.
• Current CompTIA Security+ CE certification to meet DoD 8140 requirements for IAT Level II.
• Must possess and maintain a SECRET security clearance.
• Proficiency with Windows 10/11 and the Microsoft Office 365 suite.
• Strong hardware troubleshooting skills for PCs, laptops, and peripherals.
• Basic networking concepts (TCP/IP, DNS, DHCP).
• Experience with Active Directory for user account management.
• Experience using ITSM ticketing systems (ServiceNow, Remedy) and remote desktop tools.
• Excellent customer service, communication, and problem-solving skills.

Responsibilities

• Incident response and troubleshooting: log, track, and resolve issues via phone, email, or ticketing system.
• Diagnose Tier 1 and Tier 2 issues including hardware, software, and network problems.
• Use remote support tools to resolve user issues promptly.
• System installation and configuration with standard images and software.
• Setup peripherals and ensure proper functionality of devices.
• Assist users with tasks like password resets, email config, and network drive access.
• Manage simple Active Directory tasks such as unlocking accounts and resets.
• Escalate complex incidents to Tier 3 and contribute to knowledge base and documentation.

Skills

Windows 10/11

Office 365

Active Directory

ITSM ticketing

Remote desktop

Customer service

Networking basics

Education

CompTIA Security+ CE

SECRET security clearance

CompTIA A+

CompTIA Network+

Microsoft 365 Certified: Modern Desktop Administrator Associate

Tools

ServiceNow

Remedy

Remote desktop tools

Job description

Eagle Integrated Services in the United States is seeking a Journeyman Computer User Support Specialist (Help Desk). The role provides Tier 1/2 support for hardware, software, and network issues, with remote troubleshooting and system imaging.

You’ll help users with account management and basic training while escalating complex incidents to Tier 3. The position requires 3–5 years in IT support, Windows and Office 365 proficiency, and a current Security+ CE with SECRET clearance.