Service Desk Specialist II (San Antonio)

IT Service Desk Specialist II

Excentium, Inc. is a Service-Disabled Veteran owned small business (SDVOSB) that provides Cyber Security Engineering, Information Assurance (IA), Management, Certification and Accreditation (C&A), and other IT services to government and commercial organizations. We have an opportunity for an IT Service Desk Specialist II supporting one of our government customers in Brooke Army Medical Center (BAMC) San Antonio Tx. MINIMUM CLEARANCE LEVEL : Secret or Tier 3 (T3) CITIZENSHIP : US Citizenship LOCATION : Brooke Army Medical Center (BAMC) San Antonio Tx Position Description : The IT Service Desk Specialists II are responsible for the initial assessment, triage, research, and resolution of incidents and requests regarding the use of application software tools and / or infrastructure components. Will provide support through analysis and problem resolution using phone, email, or chat.to support and contact the client or end user. Addresses and resolves incidents and requests; logs all incidents and requests; engages other service desk resources or appropriate service resources to resolve incidents. Creates a positive customer support experience and builds strong relationships through deep problem understanding, ensuring timely resolution or escalation, communicating promptly on progress, and handling customer issues with a professional attitude.

Functional Responsibility :

• Answers questions, analyzes problems and provides technical assistance, support, and advice to end users for hardware, software, and systems through phone, email, or chat.
• Resolves computer software and hardware problems of users and acts as a contact for users having problems using computer software, hardware, and operating systems.
• Acts as the escalation path to resolve moderate to highly complex technical issues.
• Specialized in certain aspects of technologies to assist the customer base.
• Provides support for call overflow during peak time or reduced staff during off peak hours.
• Level II performs more varied and difficult tasks compared to Level I.

Educational Requirements / Qualifications :

One of the following IAT Level II Certifications :

And one of the following CE certifications :

We take pride in building a workforce with a strong Veterans focus Excentium offers a competitive salary and comprehensive benefits package, including medical, dental, life, disability, 401k, and paid time off. Excentium, Inc. is an equal opportunity employer.