IT Service Desk Specialist

Position Title: IT Service Desk Specialist

Req ID: 2482
Work Location: San Antonio, TX
Minimum Clearance: Secret

This position is Contingent upon award expected on or by 12/1/2024

Superlative Technologies, Inc. (SuprTEK) is seeking candidates for an IT Service Desk Specialist position supporting Defense Health Agency (DHA) in San Antonio. As an IT Service Desk Specialist, you will play a crucial role in providing on-site and walk-in customer assistance, deskside support, and equipment repair services to site-specific users of Office Automation (OA) systems and mobile devices. You will be responsible for managing service requests, ensuring effective communication among IT support teams, and maintaining user access across service areas. This role requires technical expertise in configuring workstations, managing user accounts, and providing end-user support for various IT services. This role will be a Full-Time onsite position at Joint Base San Antonio (JBSA).

Responsibilities:

• On-Site Deskside Support: Provide on-site equipment repair and deskside support services, including configuration, reconfiguration, or repair of workstations and peripherals. Support drop-off services for equipment requiring maintenance.
• Hardware Repair & Coordination: Provide on-site hardware repair and coordinate off-site repairs for equipment not covered by other contracts or warranties. Notify appropriate repair contractors of equipment malfunctions for components covered under maintenance agreements and warranties.
• Workstation and Peripheral Configuration: Configure or reconfigure workstations and approved peripherals at the deskside support location. Ensure workstations are updated, upgraded, or patched as required to maintain security and functionality.
• Service Management Communication: Implement and manage effective communication methods between key staff, management personnel, and other DHA Enterprise IT support groups to ensure flexibility and mobility in meeting customer assistance needs.
• Service Request Management: Handle end-user service requests for software installation, user access management, and other IT needs. These requests may come through the MHS ServiceNow ticketing system or via walk-in support.
• ITSM Service Areas Support: Execute IT service management (ITSM) tasks, including but not limited to:
• User Account Management: Manage user security groups and accounts, create, disable, delete, and move user accounts, and provision user access to applications and networks.
• Active Directory (AD) Management: Manage user access in Active Directory, including moving accounts into the appropriate Operating Units (OUs) and deploying Group Policy Objects (GPO).
• System Authorization Access Request (DD Form 2875): Verify and review DD Form 2875 for user access requests, ensuring compliance with system authorization requirements.
• End-User Support: Assist with end-user software installations, handle service requests, and provide troubleshooting support for technical issues across IT systems.

Qualifications and Education Requirements:

• Bachelor’s degree in Computer Science, Engineering, or a related field.
• Active DoD Secret Clearance required.
• Proven experience in deskside support, hardware repair, and IT service management.
• Proficiency with Active Directory, Group Policy Objects (GPO), and ITSM tools (such as MHS ServiceNow).

Preferred Skills:

• Strong communication skills to effectively collaborate with IT teams and end-users.
• Ability to manage user accounts, security groups, and system authorization requests.
• Strong consulting and communication skills with demonstrated ability to work collaboratively across fast-paced and dynamic teams and at various levels of leadership.
• Strong understanding of Joint Health Service Support or Defense Health Agency processes.
• Superior verbal and written communication skills.
• Proven ability to present effectively to senior government officials.
• Ability to work collaboratively and proactively with customers and program office members in a multi-vendor environment.
• Willingness to serve in various ad hoc roles, including contributing to proposal efforts and participating in hiring processes.

About SuprTEK

Since 1996, SuprTEK has performed exceptionally well on a multitude of DoD and government agency contracts. SuprTEK is an IT Engineering and Professional Services firm focused on helping the DoD and government agencies assure mission success by delivering exceptional solutions with proven results. Our Corporate Headquarters is in Ashburn, Virginia with a wide array of opportunities throughout the DC Metro Area. We also have a strong presence in the St. Louis Metro East area and other locations.   

SuprTEK provides competitive compensation and a comprehensive benefits package (Including but not limited to Health, Dental & Vision, 401(k) match, Training, and PTO). We have recently won #124 place of the Top 500 Fastest Growing Companies rated by Inc. Magazine and Comparably’s Top Workplace awards, including Best Perks and Benefits, Best Company Culture, Best Company Compensation, Best CEO’s for Diversity, Best CEO’s for Women, Best Company Outlook, and Best Place to Work in the DC Metro Area.

SuprTEK does not require employees to be fully vaccinated against COVID-19; however final vaccination requirements will depend on customer site requirements.

SuprTEK is an Equal Opportunity Employer