End User Services (EUS) Specialist
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Job Location:
San Antonio, TX - USA
Monthly Salary:
Not Disclosed
Posted on:
6 hours ago
Vacancies:
1 Vacancy
Job Summary
Clearance: Secret Certification: CompTIA Security
Key Responsibilities
Tier II Troubleshooting & Support
- Resolve escalated incidents and requests involving hardware software operating systems and end-user networking issues.
- Provide onsite deskside support at assigned workspaces and hoteling locations; deliver remote support when appropriate.
- Troubleshoot and support conference room technologies and Video Teleconferencing (VTC) / audio-visual equipment.
- Diagnose and resolve printer issues (network and standalone).
Device Provisioning & Installations
- Install/configure approved software and peripherals.
- Support Department of Defense (DoD) configuration of Government-Furnished Equipment (GFE) mobile devices (as applicable).
- Perform equipment moves adds/changes and hardware relocations.
Ticket Management & Service Performance
- Actively monitor and manage assigned ServiceNow queues; prioritize work based on impact and urgency.
- Document work performed and provide timely meaningful ticket updates through resolution.
- Meet or exceed Service Level Agreement (SLA) targets and contractual Key Performance Indicators (KPIs).
Collaboration Escalation and Knowledge
- Escalate to appropriate second- and third-level teams per process and follow up to drive closure.
- Contribute to knowledge content (e.g. ServiceNow Knowledge Articles / internal documentation).
- Mentor and support onboarding of new team members.
- Support the Team Lead during escalations and major incidents including customer communications.
Required Qualifications
- 3 5 years of relevant end-user/desktop support experience (Tier II preferred).
- Active Secret clearance
- CompTIA Security certification.
- Strong customer service communication and documentation skills.
Key Skills
- Criminal Justice
- Account Payable
- Economics
- Front End
- Facilities Management
- Domestic
