Service Desk Support Specialist

15 hours ago


San Antonio, Texas, United States ARS Aleut Construction Full time
Job Title: Service Desk Technician

At ARS Aleut Construction, we are seeking a highly skilled Service Desk Technician to join our team. As a Service Desk Technician, you will be responsible for providing exceptional customer service to our 30,000+ Enterprise users, ensuring that account issues are identified and resolved promptly.

Key Responsibilities:
  • Deliver Tier 1, Service Desk Level I support, including creating tickets, performing initial troubleshooting, and documenting steps taken to resolve incidents.
  • Provide basic knowledge and support on Microsoft operating systems and common applications, such as Office, diagnose and resolve client-level issues, and have knowledge of networking principles, hardware components, and exchange, as well as use of common ITSM and ITIL service support tools.
  • Track assigned and created tickets through resolution.
  • Identify and resolve computer system malfunctions and operational problems.
  • Contribute to Knowledge Base (KB) articles after incidents are resolved.
  • Contribute data and reporting to monthly metrics on service tickets.
  • Provide customer satisfaction surveys when incidents are resolved.
  • Identify and contribute to resolution of recurring incidents and coordinate escalation with higher Tier support levels when ticketed incidents exceed service desk capabilities to resolve.
  • Monitor, comply with, and contribute to Standard Operating Procedures (SOP) documentation.
  • Create user accounts using enterprise tools such as DRA (NetIQ).
  • Provisioning Jabber accounts and VOIPs.
  • Book AF gateways for VTC Bridging.
Requirements:
  • High School Diploma with 2-5 years (or commensurate experience).
  • MUST HAVE a verified DoD Top Secret clearance with SCI eligibility on day one.
  • Experience with a service ticketing system, Service Now or Remedy.
  • Must have current CompTIA Security+ CE certification.
  • Good client management skills.
  • Good oral and written communication abilities.

This position requires working mid-shift hours from 10 pm to 6 am.

Aleut offers the following benefits to eligible employees:

  • Health insurance
  • Dental/Vision insurance
  • Paid Time Off
  • Short- and Long-Term Disability
  • Life insurance
  • 401k and match

Aleut Federal, LLC provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, sexual orientation, gender identity or genetics.



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