Help Desk Technician, Tier II

T and T Consulting Services, Inc.

. Provide support for standard common-user Army office automation desktop software .

Posted 11/7/2026full-timeSan Antonio • Texas • United StatesMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in IT Help Desk support, including remote and on-site troubleshooting, desktop software installation, and peripheral device management. Proficient in using ServiceNow for ticketing and possesses strong customer service skills to effectively communicate technical concepts to diverse audiences.

Highest-signal resume keywords

SECRET Government ClearanceCompTIA Security+ CE3+ Years IT Help Desk ExperienceServiceNow Ticketing SystemActive Directory Users and Computers

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Remote TroubleshootingDesktop Software InstallationImaging ComputersNetworking PrintersMicrosoft Operating SystemMicrosoft Office ApplicationsTechnical Documentation DevelopmentGOTS Applications SupportPeripheral Device ManagementVideo Teleconference (VTC) Support

Soft Skills

Customer Service SkillsCommunication Skills

Tools & Technologies

ServiceNowMicrosoft Systems Center Configuration ManagerAdobe Acrobat

Certifications & Qualifications

CompTIA Security+ CESECRET Government Clearance

Industry Keywords

NIPRNETSIPRNETIMCOMHelp DeskTechnical Support

Tech Stack

Tools & technologies

ServiceNow

About the role

Key responsibilities & impact

Provide support for standard common-user Army office automation desktop software
Provide on-site desktop, software, and peripheral support for NIPRNET and SIPRNET customers
Provide priority support for command staff, unit control centers, and directors
Report significant outages and customer issues to management
Resolve desktop problems via Remote Control and assist with IAVA remediation
Install, configure, troubleshoot, relocate, and repair desktops, mobile devices, and printers
Identify network problems impacting users and work with Tier II or III administrators to restore service
Create NIPR and SIPR accounts
Provide weekly reports on ticket age, common problems, and ticket closure metrics
Participate in monthly meetings with HQ IMCOM G6 personnel and the Project Manager regarding Help Desk trends and statistics
Contribute to T&T proposal activities and perform other duties assigned by managers
Operate and maintain mission-specific SBU and SVTC services
Provide VTC design, installation advice, technical support, and conference support
Establish connectivity for VTC sessions and operate equipment as required
Support troubleshooting and repair for mission users
Support VTC as a managed network device on the classified network
Assist with equipment design, acquisition, installation, and operation
Operate SVTC capabilities for restricted critical collaboration events
Set up and coordinate video and audio conferences among agencies
Set up and support off-site locations twice monthly as determined

Requirements

What you’ll need

MUST have SECRET government clearance prior to being hired
MUST possess a CompTIA Security+ CE or equivalent prior to being hired
3+ years’ experience supporting IT Help Desk
Experience using ServiceNow ticketing system
Experience with remote and on-site troubleshooting
Experience imaging computers
Customer service skills
Networking printers
Working knowledge of dealing with spillages
Experience with Active Directory Users and Computers
Experience with remote connection and troubleshooting using Microsoft Systems Center Configuration Manager
In-depth knowledge of the most recent version of Microsoft Operating System, Microsoft Office applications (e.g. Win11 and MS O365), and common desktop applications such as Adobe Acrobat and Active Client
Ability to quickly learn unique GOTS applications
Ability to support multiple peripheral devices within an IMCOM campus
Ability to support mobile devices
Ability to work within the confines of a set time schedule
Knowledge and experience communicating desktop support concepts to technical and non-technical personnel
Ability to develop technical documents and produce system design documentation

Benefits

Comp & perks

Competitive benefits package
Health insurance
Dental insurance
Vision insurance
Life insurance coverage
401(k) plan
Training programs
Accrued paid time off (PTO)
Performance based monthly & quarterly awards
Paid holidays
Customer kudo rewards