Service Desk Support

Vista Global Solutions, LLC (VGS) is seeking a Service Desk Support Specialist to support our ongoing mission with the Uniform Service University (USUHS).   What You'll Do:  Provide the technical staff, and expertise to operate and maintain a call center onsite Service Desk with functions including call recording, ticketing, desktop support, system and operational support and troubleshooting onsite or remotely as required by Tier I and Tier II technicians. Coordination for Tier III support as necessary. The primary locations for on-site services are in San Antonio, Texas. Technicians may work remotely 1-2 days per week. These technicians serve as the first point of contact for customers reporting technical issues. Utilizing government furnished equipment (GFE), the technicians will support Incident, Problem, and Request Management processes leveraging the ITIL service framework and best business practices. Technical support includes answering telephones, email, virtual support rooms and walk-in service. Service Desk technicians shall comply with First Call Resolution standards (minimum 75%) to provide End User Device (EUD) support service and incident resolution remotely and through desk side touch -labor services to ensure that the end user operational environment is functional. The customer intake volume averages 1500 request, incident contacts per month. The technicians shall investigate and resolve technical issues within the designated Service Level Agreement (SLA) for Requests and Incidents, provide status, updates, escalation of events, documenting the troubleshooting and resolution tasks within the ticketing system. Technicians shall maintain a secret clearance to receive administrative account privileges in order to perform desktop support duties. Shift work and/or on-call availability may be required in this position. Current support hours are 0600 - 1800. Use a ticket tracking system to access assigned tickets and close them. Requires at least 92% customer satisfaction on all service requests. Work in Cisco Finesse call center to answer and respond to end user phone calls. Work in Google Meet virtual support rooms to consult, troubleshoot and resolve technical issues for end users. Perform computer troubleshooting and setup processes requiring multiple detailed processes and procedures. Perform computer imaging, software, printer and hardware system configuration. Collect end of life hardware and peripherals and prepare for disposal per regulations Write/document detailed trouble shooting results in ServiceNow ticket tracking. Pull computer/server log files and send them to Tier 3 support for further diagnosis. Multi-task 3-5 concurrent computer support activities with detailed processes. Resolve customer reported issues and implement known fixes/procedures without repeatedly having to conduct research or search for solutions. Perform troubleshooting for computer break fix processes and software upgrades.   What You Bring: Must possess Active Secret Clearance Education and Experience: Associate’s degree in Information Technology, Computer Science, or a related field (required); Bachelor’s degree (preferred). Minimum of 2–3 years of hands-on experience in a service desk or desktop support role. Proven experience providing Tier I and Tier II support in high-volume, customer-facing IT environments. Experience working within ITIL-based service delivery frameworks, particularly in Incident, Problem, and Request Management. With the Uniformed Services University potentially expanding its office spaces, having someone with basic project execution experience, especially in IT networking, could also be advantageous.   Certifications: CompTIA's Network certification, or an equivalent. Customer support and troubleshooting issues related to the Windows Operating System and Google Workspace. Location San Antonio TX (Hybrid-Remote)   Vista Global Solutions, LLC (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.  VGS is an Equal Opportunity Employer. Employment decisions are made without regard to any protected category. Hiring preference will be given to BBNC shareholders, their spouses and descendants and Alaska Natives in accordance with Public Law 93-638.