Tier I Help Desk Support Analyst - Eligible For Public Trust Clearance

This is a fantastic opportunity to support a large user base in a fast-paced environment. We're seeking experienced Tier I Help Desk/Desktop Support Analysts for our client. This would be a direct hire position. Tier 1, Level 2 Help Desk Specialists will provide desktop support to remote users, while possessing top notch communication skills. They will have the ability to multitask in a fast paced team environment and possess the knowledge and expertise to resolve customer issues efficiently and accurately. This position requires an ongoing desire to acquire new skills to ensure technical competency.

QUALIFICATIONS:
- 1 to 2 years experience in a help desk/desktop support environment
- CompTIA A certification required
- NACLC required upon hire
- Ability to work well with internal staff and strong communication skills are a must
- Hardware/software maintenance skills are required
- Ability to multitask while staying focused in a fast-paced competitive environment
- Microsoft Office 2003/2007
- Knowledge of Windows XP operating system
- Must be able to work in a team environment
- Must be able to resolve most of the customer service technical issues within the policies and guidelines provided
- Excellent customer service skills
- An ability to work in a 24/7/365 environment including holidays

COMPETENCIES:
For this role, the incumbent should:
- Have the demonstrated ability to embrace new technology
- Have the ability to troubleshoot and bring problems to resolution
- Have the ability to understand and adapt to a rapidly changing environment
- Have the ability to thrive in a fast paced workplace with multiple priorities and regular interruption

KEY RESPONSIBILITIES for TIER 1:
- Provide prompt and courteous customer service
- Experience/Familiar with Active Directory
- Experience/Familiar with Remedy trouble ticketing System
* Document and track trouble calls to final resolution
* Create; update, monitor and assign Remedy tickets
* Follow priority Matrix for Enterprise Service Desk (ESD)
- Remote diagnostics and troubleshooting client workstations
- Knowledge of Remote Desktop or other applications (BOMGAR, SMS Remote Tools, Dameware)

ADDITIONAL RESPONSIBILITIES:
- Keep up-to-date technically and applying new knowledge to your job
- Observing, receiving, and otherwise obtaining information from all relevant sources
- Analysing information and evaluating results to choose the best solution to solve issues
- Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems

Job Location: San Antonio, TX