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Help Desk/Service Now

San Antonio, TX 78217

Posted: 04/28/2019 Employment Type: Full-Time Job Category: Technical / IT

Job Description

Shared Services Technical Support Analyst I

Summary Processes incoming requests, inquiries, or escalations related to IT support issues. Diagnoses and resolves routine first tier issues involving end-user workstation, remote access, password management, and general IT inquiries.

Common Duties

Answers service calls and emails. Records and prioritizes service requests and maintains ticket tracking for issues. Directs requests to other areas in accordance with established guidelines.

Diagnoses, troubleshoots, and resolves basic issues regarding hardware and or software access, security, reliability, and performance issues. Supports Microsoft Office Suite. (Active Directory and remote users.

Ensures change requirements are documented and assures timely enabling and disabling of user access privileges to protect information technology assets. Test various systems, processes and applications to determine compliance within established policy.

Assists in pushing out new software/hardware to ensure consistency in technical standards.

Specialized Duties

Required Education

Minimum High school diploma or equivalent



Minimum of 1 year experience with Windows domain networking, local area networking, and remote access software, VPN, Citrix, Mobile devices and VM technology troubleshooting preferred.


Skills and Abilities (KSAs)

Build relationships with internal and external customers

Ability to maintain composure and customer focus while troubleshooting and solving technical issues


Like to have

  1. Network Monitoring experience

Top 3-4 Required Skills (and years of experience):

  1. Customer Service experience
  2. Quick learner
  3. Excellent time management skills


Kenny Linton
Business Relations Manager

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