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Help Desk Specialist

San Antonio, Texas · Information Technology
Position Title: Help Desk Specialist
Location: San Antonio, TX
Clearance Requirements: Public Trust
Position Status: Full Time
Position Description:
Our client is looking for Help Desk Specialist candidates for a position located in San Antonio, Texas
Responsibilities and Duties:
  • Respond to requests for technical assistance in person, via phone, chat, or email
  • Diagnose and resolve technical hardware and software issues
  • Research questions and issues using available information resources
  • Advise users on appropriate action
  • Follow standard help desk procedures
  • Log all help desk interactions in the provided ticketing system
  • Administer help desk software
  • Follow-up with customers and users to ensure complete resolution of issues
  • Redirect problems to correct resource
  • Identify and escalate issues requiring urgent attention
  • Track and route problems and requests and document resolutions
  • Prepare activity reports
  • Inform management of recurring problems
  • Stay current with system information, changes, and updates
  • Assist with updating training manuals for new and revised software and hardware
  • Provide system usage training to users as well as training that introduces new upgrades, functions, and releases
  • Participate in client discussions about requirements and translate system needs
  • Provide analysis of software issues supporting the planning and implementation of systems and upgrades, and process changes
  • Coordinate, prepare, and deliver training to customers and peers that cover new or upgraded applications and processes
  • Report, analyze, and route discrepancies and system failures
  • Participate in meetings as required
  • Test new releases of software to ensure they meet the documented requirements
  • Maintain understanding of business processes and supporting applications
  • Collaborate and exchange information with employees and customers to ensure dependencies, risks, and opportunities are identified
  • Perform other duties as assigned by the Senior Program Manager
Required Qualifications:
  • Must be US Citizen
  • Subject to a US federal government background investigation
  • Bachelor’s degree in Business Information Systems or other IT related field
  • 2 or more years’ experience as a level 1 or level 2 software IT helpdesk specialist or similar field providing helpdesk support
  • Experience performing helpdesk operations using service desk tools such as Jira or Service Now or similar software applications
  • Experience in customer service practices
  • Experience researching, analyzing, and interpreting automated system problems
  • Expert analytical, written, verbal communication, and interpersonal skills
  • Expert in Microsoft Office (PowerPoint, Excel, Access and Word)
  • Ability to learn and adapt in a fast-paced, dynamic environment
  • Ability to analyze and problem solve
  • Ability to plan, organize, and execute
  • Ability to pay attention to details
  • Ability to work effectively as a member of a government led Multi-Functional Team (MFT)
  • Ability to effectively manage time and meet deadlines
  • Ability to work within a team and independently
Desired Qualifications:
  • Experience with Adobe Experience Manager (AEM) Communities, AEM Forms, Adobe Connect, Alteryx, Assess FastTest, DB Sign, Educian, FUSE Integration, Qlik Sense, and Verint Workforce
  • Experience with Air Force personnel training and education systems
  • Experience with JIRA Service Desk
  • Department of Defense rules, regulations, and policies
About Seneca Resources:
Seneca Resources is a client driven provider of strategic Information Technology consulting services and Workforce Solutions to government and industry.  Seneca Resources is a leading IT services provider with offices in Virginia, Alabama, Georgia, Florida and Texas that service clients throughout the United States.
We are an Equal Opportunity Employer and value the benefits of diversity in our workplace.

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