IT Service Desk Associate Job in San Antonio 78232, Texas US
IT Service Desk Associate
Job Category:IT/Software Development
Provides highly responsive and effective frontline IT support to the organization. Serves as the initial escalation point for IT Helpdesk tickets. Helps ensure high performance, security, and availability of the organization's technology infrastructure. Position may require some travel to organization or customer remote sites. Provides task back-fill to the Technical Services Group as required.
ESSENTIAL PERFORMANCE REQUIREMENTS:
Essential Duties and Responsibilities
- Investigates, tracks, follows up, and resolves in a timely manner the organization's IT Service Desk tickets reported for end-user systems, corporate server systems/applications, network systems, and outsourced software as a service (SaaS) functions.
- Provide Level 1 support for all corporate desktop hardware and software issues.
- Images, prepares, stages, and deploys desktop/laptop systems and necessary equipment for corporate use.
- Supports and helps maintain the organizations computing servers and associated IT functions.
- Assists in supporting the networking environment for the company on a day-to-day basis.
- Performs maintenance and upgrades to the corporate technology infrastructure per instruction from the IT Director.
- Serves as the organizations back up to the IT Director.
- Configures telephones/voicemail functions and provides telephone systems support to end-users.
- Responsible for maintaining accurate hardware and software inventories.
- Communicate all state changes, outages and escalations which affects the organization's Information Technology service levels to the IT Director.
- Conducts vulnerability scanning, configuration review, data analysis and reporting.
- Performs information security, compliance, security architecture, risk assessment, incident response, and other related information security tasks for external customers as required by the Technical Services Group.
COMPETENCIES:
To perform the job successfully, an individual should demonstrate the following competencies:
- Attention to Detail - Thoroughness in accomplishing a task through concern for all the areas involved, no matter how small. Monitors and checks work or information and plans and organizes time and resources efficiently.
- Initiative - Does more than is required or expected in the job; does things that no one has requested that will improve or enhance products and services, avoid problems, or develop entrepreneurial opportunities. Plans ahead for upcoming problems or opportunities and takes appropriate action.
- Reliability - Demonstrates a high level of dependability in all aspects of the job
- Customer Service - Demonstrates strong commitment to meeting the needs of internal customers striving to ensure their full satisfaction
- Technical Expert - Applies and improves extensive or in-depth specialized knowledge, skills, and judgment to accomplish a result or to accomplish one's job effectively.
- Problem Solving - Builds a logical approach to address problems or opportunities or manage the situation at hand by drawing on one's knowledge and experience base, and calling on other references and resources as necessary.
- Professionalism - Thinks carefully about the likely effects on others of one's words, actions, appearance, and mode of behavior. Selects the words or actions most likely to have the desired effect on the individual or group in question.
Experience and Skills:
QUALIFICATIONS:
To perform this job satisfactorily, an individual must be able to perform each essential performance requirement satisfactorily. The requirements listed below are representative of the training, experience, knowledge, and skill required for this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions listed above.
Education and/or Experience
- Two years of Information Technology job experience plus a Bachelors degree in computer science, electrical engineering, information systems, information management or other related technical discipline is required.
- Four years of Information Technology and two years of Information Security job experience plus Associates degree can substitute for bachelors degree.
- MCSE, MCITP, A+, Network +, Server +, Security +, CCNA certifications are preferred. Must be able to obtain MCITP, A+, Server +, and/or Security + certification in 3 months.
- U.S. Citizen and must be able to obtain a minimum of a Secret level government clearance.
Knowledge and Skills
- Ability to quickly understand wide variety of windows and *nix software applications.
- Attention to detail while multi-tasking.
- Professional demeanor and dependable attendance.
- Requires strong verbal and written communication skills.
- Possess sensitivity to confidential matters.
EEO/AA/M/F/D/V
Benefits:
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Keywords: MCSE, MCITP, A+, Network+, Server+, Security+, CCNA
