Service Desk Specialist II

SUMMARY:

Tucker-Reeves Associates is seeking a ServiceDesk II Specialist to help support a Federal Program within the US Department of Veterans Affairs. We are partnered with Peraton on this position. This position will be on-site in South San Antonio at one of (2) locations (Port of San Antonio; 3130 General Hudnell Dr., San Antonio, 78226 or on Fort Sam Houston) and will pay in the range of $32.55 p/h W2 depending on experience. Must be open to working any (3) shifts (1st shift, 2nd shift, or 3rd shift)

RESPONSIBILITIES:

• Provide advanced technical guidance on company technical software and hardware.
• 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.
• Responsible for providing first-level Service Desk support services to all users of Military Health Systems (MHS) which requires familiarity with the supported applications within the MHS environment and hardware and software technical expertise.
• 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.
• Instruct 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.

REQUIREMENTS:

• HS Diploma with 4 years of relevant experience (or 2 years’ experience with an Associates
• degree, 1 years’ experience with a Bachelor’s degree or higher)
• 2 years of experience providing first-level Service Desk support services
• Must be U.S. Citizen
• Department of Defense security clearance (ADP II Public Trust) or the ability to obtain one
• Must have current Security Certification
• CompTIA certification and enrolled in the CompTIA Continuing Education (CE) Program
• Ability to work in a 24/7/365 environment including holidays
• Must be open to working any (3) shifts (1st shift, 2nd shift, or 3rd shift)
• Familiar with Service Desk support methodology
• Familiar with ITIL

Desired Qualifications:

• CompTIA A certification or equivalent preferred
• HDI certification or equivalent preferred
• Relevant technical certifications
• Familiarity with Military Health Systems is preferred