Help Desk Technician I

Overview

Planned Systems International is seeking multiple candidates for a local Help Desk Services project.  This project will support an educational campus of multiple buildings with Help Desk, Desktop, and AV/VTC services, and manage/support all the automation deployment, configuration, and maintenance of the Windows Platform, PC’s, laptops, peripherals (printers, fax, phone, wireless, audio visual equipment, video teleconferencing, LCD TV’s/monitors, and associated software. This is a critical and large environment requiring top-notch skills and customer support.  Members of this team support the U.S. Military personnel at Medical Education and Training Campus (METC) at Fort Sam Houston in San Antonio, TX.

Essential Functions and Job Responsibilities

• In-depth knowledge of the most recent version of the Microsoft Operating System, Microsoft Office applications, and other common desktop applications such as Adobe Acrobat, McAfee Anti-Virus and other Host Based Security Systems. 

• Ability to quickly learn unique GOTS and COTS applications. 

• Excellent customer service skills 

• Positive image and professional manner at all times 

• Knowledgeable with communicating desktop support concepts to technical and non-technical personnel 

• Ability to develop technical documents and product system design documentation  

• Provide comprehensive Service Support and Service Delivery functions in accordance with established organizational and IT service management procedures. 

• Utilize foundational Information Management / IT knowledge to troubleshoot issues involving hardware, software, local intranet connectivity, and internet access. 

• Serve as the initial point of contact for end users by gathering customer information, validating details, and documenting all relevant data needed for technical resolution. 

• Open, log, and manage incidents in ServiceNow, ensuring accurate categorization, prioritization, and detailed description of symptoms and user‑reported issues. 

• Analyze and interpret reported technical symptoms to identify root causes, applying structured troubleshooting techniques and decision paths. 

• Perform Tier I/Tier II level troubleshooting activities, including: 

• Verifying and resolving physical layer connectivity issues (cables, devices, peripheral connections, network access). 

• Assisting with username, password, and account access problems. 

• Executing basic maintenance and repair tasks on end‑user hardware and software. 

• Conducting account creation, modification, and deletion following established identity management procedures. 

• Uninstalling and reinstalling standard software applications, ensuring compatibility and proper system permissions. 

• Validating correct configuration of hardware, operating systems, and application setups. 

• Guiding users through application menus, system interfaces, and navigation to restore functionality or support task completion. 

• Document all steps taken during troubleshooting to support accurate resolution tracking and knowledge base improvement. 

• Escalate complex or unresolved issues to the appropriate support tier, ensuring proper handoff and continuity of service. 

• Uphold customer service standards by delivering clear communication, timely follow‑up, and professional guidance throughout the service request lifecycle. 

Minimum Requirements

• Working knowledge of Microsoft OS, help desk tracking system(s), and other software utilized at the center [i.e. SCCM (previously SMS), RightNow CRM, & HP Asset Manager], evidenced by experience or prior training, working with customer service (phone, live chat, email, fax, and/or remote assistance). 

• 1 + years of progressively more responsible experience in a Microsoft customer service computer support environment supporting a large critical environment and including supporting all facets of workstation maintenance and support to include PCs, laptops, and peripherals and experience successfully handling the escalated issues in an enterprise environment.  

• Must hold a current CompTIA Security + certification and MS Desktop Support Technician or equivalent DODI 8570-I Computing Environment  

• Must have proven customer service skills with customer service being their driving force. 

• Experience working on a Windows Help Desk team supporting the U.S. Military, a large hospital, or an academic institution. 

• Must be willing and able to work 8 hours shifts between 6AM – 7PM as needed. 

• U.S. Citizenship is required  

• Ability to obtain, or already possess, Secret Clearance level 

The successful candidate will have a working knowledge of the Microsoft OS products and services at the Training Center, persons in this role will assist Tier I personnel in solving technical problems and resolving elevated issues by confirming the problem and using/finding solutions to complex issues. Candidates will also be able to handle tier 1 help desk items when necessary and will perform onsite installations or replacements of hardware components, software repair, diagnostic testing, and troubleshooting via remote desktop connections.  

Professional Certification(s): 

CompTia: Security+ and MS Desktop Support Technician or equivalent DODI 8570-I Computing Environment 

Required Technical/Business Tools Experience:

• MS Office (Word, Excel, Powerpoint, Outlook)  

• Communication tools (Teams, SharePoint) 

Company Benefits

PSI offers full-time, benefits eligible employees a competitive total compensation package that includes paid leave, and options for employer sponsored group medical, dental, vision, short-term and long-term disability, life insurance, AD&D coverage, legal services, identity theft, and accident insurance. Flexible spending account and health saving account options offer pre-tax savings for qualified medical, dental, and vision expenses. The company sponsored 401(k) retirement plan has an employer contribution match that is immediately vested. We invest in the professional growth of our employees through professional courses, certifications, and tuition reimbursement programs.

EEO Commitment

It is company policy to promote equal employment opportunities. All personnel decisions, including, but not limited to, recruiting, hiring, training, promotion, compensation, benefits, and termination, are made without regard to race, color, religion, age, sex, sexual orientation, pregnancy, gender identity, genetic information, national origin, citizenship status, veteran status, protected veteran status, disability, or any other characteristic protected by applicable federal, state, or local law.

To ensure fair and consistent consideration of all applicants, all candidates must submit a formal application through Planned Systems International's Applicant Tracking System (ATS), iCIMS. Resumes submitted via email, social media, referrals, recruiting events, or other means will not be considered an official application and must be accompanied by a completed online application in the ATS before a candidate can be considered for employment. Reasonable accommodations for applicants and employees with disabilities will be provided. If a reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, or to receive an update regarding the status of your application, please contact Talent Acquisition by emailing [email protected], or by dialing 703-575-8400.