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Service Desk Specialist II

  • Technica Corporation
  • San Antonio, TX, United States
  • Dec 05, 2017
Full time Information Technology

Job Description

Technica Corporation is seeking a Service Desk Specialist II who will provide 24/7 Tier 1, Service Desk support for creating tickets, performing initial troubleshooting, and documenting steps to resolve incidents in accordance with operational guidance.  The selected candidate must be able to work the following shift: Wednesday - Sunday, 6:00 AM - 2:00 PM.

 

Job Duties and Responsibilities:

 

  • Diagnose and resolve client level issues using Information Technology Infrastructure Library (ITIL) practices.
  • Track all assigned work and trouble tickets in workflow using the Remedy IT Service Management (ITSM) toolset.  
  • Monitor AF JWICS network services and infrastructure in accordance with service desk operating guidance.  
  • Perform Tiers 2 and 3 function by working with engineers and original equipment manufacturers (OEMs) on resolving incidents.

 

 Knowledge, Skills and Abilities:  

 

  • Associates Degree
  • 3 to 5 years of prior Service Desk experience
  • In-depth technical knowledge and experience in installing, configuring, documenting, operating and maintaining Microsoft Client Operating Systems, applications and 3rd party help desk software.

 Required Certifications:

 

  •  A+
  • Security+
  • ITIL 2011 Foundations

 

About Technica: 

 

At Technica Corporation, our goal is to provide exceptional professional services and innovative technology solutions that meet or exceed our customer’s expectations.  We specialize in a wide range of advanced information technology solutions from Systems Engineering to Information Assurance, and from Software Development to Product Solutions. From our locations across the DC Metro area, we provide technological subject matter expertise, program management and business process knowledge as a trusted advisor in support of our Department of Defense and other federal agency customers.