IT Service Desk Specialist, Tier 2

ASRC Federal is seeking to identify IT Service Desk Specialists II in anticipation of upcoming work in San Antonio, TX.

Offer is contingent upon contract award.

Responsibilities:

• Develop and maintain documentation of systems, processes, and troubleshooting procedures.
• Provide Tier 2 support for IT infrastructure including servers, storage, and networking equipment.
• Troubleshoot and resolve complex hardware, software, and network issues.
• Maintain network infrastructure, including switches, routers, firewalls and VPNs.
• Monitor network performance and troubleshoot connectivity issues.
• Implement network security protocols, including firewalls, intrusion detection systems, and access control policies.
• Support the configuration and management of network devices and ensure compliance with company policies and best practices.
• Collaborate with cross-functional teams to plan and execute IT initiatives.
• Provide excellent customer service to internal stakeholders, ensuring their IT needs are met promptly and effectively.
• Communicate complex technical information clearly to non-technical users.
• Maintain a high level of customer satisfaction through efficient issue resolution and support.

Requirements:

• Requires a Bachelor’s degree in Information Technology, Computer Science or a related field. An additional four years of relevant experience may be considered in lieu of a degree.
• 4+ years of experience in IT Support.
• Must have one of the following certifications: Cisco Certified Network Associate (CCNA) Security, CompTIA Cybersecurity Analyst (CySA+), Certified Network Defender (CND), CompTIA Security+ CE, or Systems Security Certified Practitioner (SSCP).
• Prior experience with networking technologies and protocols (e.g., TCP/IP, DNS, DHCP, VPN).
• Knowledge of server and storage infrastructure, including experience with virtualization platforms.
• Proficiency in network administration, including the configuration and troubleshooting of switches, routers, and firewalls.
• Familiarity with ITIL processes and best practices.
• Strong communication skills, both written and verbal.

Read Full Description