End User Support Specialist

Overview

Must have active Secret / Tier 5 Secret Security Clearance or higher. Certification:
CompTIA Security+

The End User Services (EUS) Specialist provides onsite Tier II technical support for end-user IT issues escalated from the Tier I Service Desk across supported locations. This role delivers hands-on troubleshooting, coordinates with resolver groups as needed, and ensures a consistently high-quality customer experience through clear communication and strong ticket management in Service Now. The EUS Specialist will serve as San Antonio's single point of contact and be required on-site to support customers.

• Resolve escalated incidents and requests involving hardware, software, operating systems, and end-user networking issues.
• Provide onsite deskside support at assigned work spaces and hoteling locations; deliver remote support when appropriate.
• Troubleshoot and support conference room technologies and Video Teleconferencing (VTC) / audio-visual equipment.
• Diagnose and resolve printer issues (network and standalone).
• Install/configure approved software and peripherals.
• Support Department of Defense (DoD) configuration of Government-Furnished Equipment (GFE) mobile devices (as applicable).
• Perform equipment moves, adds/changes, and hardware relocations.
• Ticket Management & Service Performance:
  Actively monitor and manage assigned Service Now queues; prioritize work based on impact and urgency.
• Document work performed and provide timely, meaningful ticket updates through resolution.
• Meet or exceed Service Level Agreement (SLA) targets and contractual Key Performance Indicators (KPIs).

• Escalate to appropriate second- and third-level teams per process and follow up to drive closure.
• Contribute to knowledge content (e.g., Service Now Knowledge Articles / internal documentation).
• Mentor and support onboarding of new team members.
• Support the Team Lead during escalations and major incidents, including customer communications.

• 3–5 years of relevant end-user/desktop support experience (Tier II preferred).
• Active Secret clearance (or ability to maintain).
• CompTIA Security+ certification.
• Strong customer service, communication, and documentation skills.