Help Desk

Job Title: Help Desk Tier

• Clearance Required: TS Required; TS/SCI preferred.
• Type of Work: FTE – Federal Contract
• Location: San Antonio, TX – 100% onsite

Salary Range: DOE

Job Summary: Seeking a Help Desk Technician to work 100% in-house. The HD will be responding to, assisting with, logging and or escalating customer technical issues by phone, email, and or remotely. This role is typically responsible for learning and mastering the back-end operations of the company’s hardware and software systems to educate and assist customers accordingly. The technician will document all feedback from the issues and relay it to the IT Team for new updates and other features.

Education

• High School diploma or equivalent
• Associate or bachelor's a plus
• IAT I Certification

Qualifications

• Min. 2 years' experience with customer support, call center, Help Desk, technical support, Service Now, Jira, Remedy
• Min. 2 years’ experience with an incident tracking system/help desk ticketing system
• Authorized to work in the US without sponsorship.

Requirements & Knowledges:

• Microsoft Windows Operating Systems
• Service Now
• Microsoft Office
• Troubleshooting Microsoft Office Suite
• SCIF
• Escalation Process
• Remedy

Responsibilities

• Receives and logs customer problem/request/issues and ensures proper documentation.
• Performs initial level of problem identification and attempts to resolve using provided knowledge articles when appropriate.
• Documenting all troubleshooting efforts in problem ticket and makes prompt notification to responsible party for resolution to minimize the amount of time taken to resolve customer issues.
• Performs incident notification and escalation to ensure problems/request/issues are communicated effectively and receive proper management attention.
• Performs follow up on all incidents with customer to ensure customer satisfaction.
• Develops and maintains knowledge of the problem tracking software and database.
• Experience supporting & troubleshooting hard and software.
• Installing, configuring, and supporting
• Other duties as assigned by supervisor/manager.

P3S is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status.”

Job Type: Full-time

Pay: $23.00 - $26.00 per hour

Expected hours: No more than 40 per week

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Referral program
• Vision insurance

Compensation Package:

• Holiday pay

Schedule:

• 8 hour shift
• Monday to Friday

Experience:

• Help desk: 2 years (Preferred)
• Microsoft Office: 2 years (Preferred)
• ServiceNow: 2 years (Preferred)
• Remedy: 2 years (Preferred)
• Troubleshooting: 2 years (Preferred)
• Jira: 2 years (Preferred)

License/Certification:

• IAT Level I (Required)
• TS/SCI clearance (Preferred)

Security clearance:

• Top Secret (Required)

Work Location: In person

Salary : $23 - $26