Desktop Support Technician

Randolph, TX

Full Time

Department of Defense (DoD)

Mid Level

We are seeking an experienced Desktop Support Technician to provide on-site Tier I/II desktop client support services to Air Force Personnel Center (AFPC) users at Joint Base San Antonio - Randolph, Texas. Your scope of work will be troubleshooting hardware and software issues, resolving trouble tickets, and supporting a wide range of end-user IT services.

This is a full-time opportunity in which we'll provide competitive pay, comprehensive benefits, and job stability and security.

Apply today!

RESPONSIBILITIES

Deliver Small Computer Information Technology (IT) Client Support Services
Provide Tier I and Tier II desktop support for personnel at the Air Force Personnel Center (AFPC) and A1 Directorate of Technology and Analysis (A1 DTA)
Respond to customer requests based on established priority levels and response time standards
Support AFPC and A1 DTA laptops, desktops, and government-owned mobile devices (e.g., iPads, iPhones, tablets)
Provide assistance for printers, audio/visual equipment, and Video Teleconferencing (VTC) systems
Prioritize remote resolution of IT issues as the primary support method
Provide phone or in-person assistance when remote support is not possible
Upgrade and configure system software on supported laptops, desktops, mobile devices, printers, audio/visual equipment, and VTC systems
Identify opportunities to streamline Tier I and Tier II service delivery
Implement improvements to branch-level procedures and service performance metrics
Operate the IT service desk and respond to issues through Enterprise IT as a Service (EITaaS), ServiceNow, telephone, and walk-ins
Greet walk-in customers courteously and assess IT issues
Determine if walk-in issues can be resolved within 15 minutes
Assist customers with incident ticket creation and ensure accurate documentation
Rotate service desk responsibilities to maintain walk-in support coverage
Troubleshoot and resolve issues with personal computer peripherals and network multi-function devices
Address customer inquiries, problems, and requests for AFPC and Directorate of Personnel Operations (DPO) services
Document and track all inquiries and incidents through closure
Provide regular updates on incident status and capture best practices
Submit monthly metrics on open, received, and closed tickets
Report the average number of days to resolve tickets (e.g., contractor-resolved ticket breakdowns, etc.)

KNOWLEDGE & SKILLS

Strong troubleshooting and problem-solving skills
Knowledge of ticketing systems (e.g., EITaaS, ServiceNow, or similar)
Ability to work effectively in a team-oriented, fast-paced environment
Excellent customer service and communication skills

BACKGROUND

Experience with IT hardware/software support (Tier I/II) preferred
Experience supporting various operating systems in an enterprise IT environment preferred
Customer service experience preferred
Detail-oriented and organized

EDUCATION

High school diploma or equivalent required
Bachelor’s degree in a relevant field preferred
CompTIA A+, Network+, Security+, or similar certifications preferred

LOCATION

Randolph, Texas 78150

TELEWORK

CLEARANCE

U.S. citizenship required as it supports the U.S. federal government

CLIENT

Department of Defense (DoD)

TRAVEL

No travel required

WORK HOURS

40 hours per week
8 hours a day

EMPLOYMENT CLASSIFICATION

Employment Classification Eligibility — Nonexempt

RELOCATION

Not eligible for relocation benefits

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KMRG, LLC is an Equal Opportunity/Affirmative Action (EEO/AA) employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, gender identity, sexual orientation, ancestry, national origin, age, marital or civil partnership status, mental disability, physical disability, medical condition, pregnancy, maternity status, political affiliation, military or veteran status, genetic information, traits historically associated with race, or any other basis prohibited by federal, state, and/or local law.

Other Considerations. Applicants will be subject to a background investigation. Individual’s primary workstation is located in an office area. The noise level in this environment is low to moderate. Regularly required to sit for extended periods up to 100% of the time; frequently required to move about to access file cabinets and use office equipment such as PC, copier, fax, telephone, cell phone, etc. Occasionally required to reach overhead, bend, and lift objects of up to 10 lbs. Specific vision abilities required by this job include the use of computer monitor screens up to 100% of the time.

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Desktop Support Technician

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