IT Service Desk Specialist II (U.S. Citizen) - POWERHOUSE INSTITUTE

IT Service Desk Specialist II (U.S. Citizen)

NOTE:   This position is for our forthcoming long-term federal project.  Please review the requirements carefully.

Daily Responsibilities

• Answer questions, analyze problems and provide technical assistance, support, and advice to end users for hardware, software, and systems through phone, email, or chat.
• Resolve computer software and hardware problems of users, and act as a contact for users having problems using computer software, hardware, and operating systems.
• Act as the escalation path to resolve moderate to highly complex technical issues.
• Provides support for call overflow during peak time or reduced staff during off peak hours.
• Specialized in certain aspects of technologies to assist the customer base.

• Must of a U.S. Citizen (no dual status), as mandated by the government client.
• Must be local to the San Antonio TX area (no convenience travel)
• Must have an active Public Trust Investigation (Tier 3 (T3))
• Active or able to obtain CompTIA Security and/or another IAT Level 2 equivalent within 30 days of project start date to comply with DoD 8570.01-M, and/or latest version of DoDM 8140.
• 4 years of service desk/held desk experience in a fast-paced environment, specialized in certain aspects of technologies to assist the customer base, in a federal government project / environment.
• Demonstrated understanding and knowledge of ITSM processes and procedures.
• Virtual application knowledge such as Citrix.
• ServiceNow knowledge for completing service tickets.
• Knowledge of browsers, Edge, Chrome, and Firefox to troubleshoot various website applications.
• BS/BA degree or equivalent experience may be substituted for a 4-year degree.

Powerhouse Institute, Inc. is a Management Consulting and Technology Solutions company. Our people bring a great mix of expertise and commitment to deliver solutions and solve problems.

Our services include Management Consulting, Enterprise Architecture, Solutions Architecture, Cloud Solutions, Cloud Migration, Data Analytics, Cyber Security, IT Services, and Training.

Powerhouse Institute, Inc. is an Equal Opportunity Employer. Powerhouse Institute, Inc. does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status or any other basis covered by appropriate law. All employment is decided on the basis of qualifications, merit, and business need.

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