Help Desk Technician

Overview

Planned Systems International is seeking multiple candidates for a local Help Desk Services project. This project will support an educational campus of multiple buildings with Help Desk, Desktop, and AV/VTC services, and manage/support all the automation deployment, configuration, and maintenance of the Windows Platform, PC's, laptops, peripherals (printers, fax, phone, wireless, audio visual equipment, video teleconferencing, LCD TV's/monitors, and associated software.

This is a critical and large environment requiring top-notch skills and customer support. Members of this team support the U.S. Military personnel at Medical Education and Training Campus (METC) at Fort Sam Houston in San Antonio, TX.

• In-depth knowledge of the most recent version of the Microsoft Operating System
  , Microsoft Office applications
  , and other common desktop applications such as Adobe Acrobat, McAfee Anti-Virus and other Host Based Security Systems.

• Ability to quickly learn unique GOTS and COTS applications.

• Excellent customer service skills

• Positive image and professional manner at all times

• Knowledgeable with communicating desktop support concepts to technical and non-technical personnel

• Ability to develop technical documents and product system design documentation

• Provide comprehensive Service Support and Service Delivery functions in accordance with established organizational and IT service management procedures.

• Utilize foundational Information Management / IT knowledge to troubleshoot issues involving hardware, software, local intranet connectivity, and internet access.

• Serve as the initial point of contact for end users by gathering customer information
  , validating details, and documenting all relevant data needed for technical resolution.

• Open, log, and manage incidents in Service Now
  , ensuring accurate categorization, prioritization, and detailed description of symptoms and user-reported issues.

• Analyze and interpret reported technical symptoms to identify root causes
  , applying structured troubleshooting techniques and decision paths.

• Perform Tier I/Tier II level troubleshooting activities, including:

• Verifying and resolving physical layer connectivity issues (cables, devices, peripheral connections, network access).

• Assisting with username, password, and account access problems.

• Executing basic maintenance and repair tasks on end-user hardware and software.

• Conducting account creation, modification, and deletion following established identity management procedures.

• Uninstalling and reinstalling standard software applications
  , ensuring compatibility and proper system permissions.

• Validating correct configuration of hardware, operating systems, and application setups
  .

• Guiding users through application menus, system interfaces, and navigation to restore functionality or support task completion.

• Document all steps taken during troubleshooting to support accurate resolution tracking and knowledge base improvement.

• Escalate complex or unresolved issues to the appropriate support tier, ensuring proper handoff and continuity of service.

• Uphold customer service standards by delivering clear communication, timely follow-up, and professional guidance throughout the service request lifecycle.

• Working knowledge of Microsoft OS, help desk tracking system(s),and other software utilized at the center [i.e. SCCM (previously SMS), Right Now CRM, & HP Asset Manager], evidenced by experience or prior training, working with customer service (phone, live chat, email, fax, and/or remote assistance).

• 1 + years of progressively more responsible experience in a Microsoft customer service computer support environment supporting a large critical environment and including…