IT Service Desk Specialist Level II

Eagle Integrated Services, LLC is hiring for an IT Service Desk Specialist Level II to support our ongoing mission for Joint Base San Antonio.

Responsibilities:

• Responds 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.

Additional Responsibilities include (dependent upon assigned department):

• 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 acts as a contact for users having problems using computer software, hardware, and operating systems
• Escalate complex technical issues to appropriate MHS ServiceNow assignment group

Qualifications:

• This position is pending a background check for National Agency Check (NAC)/ Tier 1 or position of trust suitability in support of your primary duty assignment onsite.
• Certification requirements to meet IAT II, CE requirements (Typically either A OR Sec plus a computing level certification. Education requirements are a Bachelor’s degree or equivalent experience.
• Must have experience with Windows 11 operating system.
• Maybe required to work across multiple departments such as Desktop Support, Asset Management, Integration or Knowledge Management as required.

Eagle Integrated Services, LLC (EIS) 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.
EIS 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.