Location: San Antonio, TX, Onsite 100%
Shift: Must be available 1st, 2nd, and/or 3rd shift, and able to support a 24 x 7 environment.
Clearance: Candidates must be able to obtain and/or maintain an ADP II Public Trust security clearance as a condition of employment
Pay Rate: $29.70 + $4.57 SCA = $34.27/hr paid weekly on W2
Responsibilities:
- First-level support of all inbound calls, generating an Incident for all new issues.
- Accurately logging, ticketing and tracking/owning all incidents.
- First contact resolution of desktop issues or follow proper escalation procedures
- Provide accurate, timely, and professional resolution on all supported issues.
- Timely, accurate, thorough and professional follow-up on all Incidents.
- Quickly identify and escalate high-priority issues.
- Accurately triaging/assigning/escalating tickets per current processes and standards.
- Maintain dependable attendance and schedule adherence.
Skills:
- Strong critical thinking skills that facilitate expedient problem solving
- Strong communication skills
- The ability to effectively communicate technical matters to a non-technical audience
- Hardware/software maintenance skills
- Ability to multitask while staying focused in a fast-paced competitive environment
- Proficient with Microsoft Office
- Proficient with Windows 7 and Windows 10 operating system
- Knowledge of mobile devices
- Experienced in the use of remote access applications
- Able to work in a team environment
- Able to resolve technical issues within the policies and guidelines provided
- Excellent customer service skills
Requirements:
- Department of Defense security clearance (ADP II Public Trust), or the ability to obtain one.
- Certifications: CompTIA Security+ CE certification is required upon submittal.
- Bachelor's Degree in IT related field - 4 years of related IT experience could be use in place of a degree