IT Service Desk Specialist

SeKON is looking for a IT Service Desk Specialist to join our talented and innovative team supporting the Defense Health Agency (DHA) in San Antonio, TX. As an IT Service Desk Specialist, you will provide on-site and walk-in customer assistance, deskside support, and equipment repair services to site-specific users of Office Automation (OA) systems and mobile devices. You will be responsible for managing service requests, ensuring effective communication among IT support teams, and maintaining user access across service areas. This role requires technical expertise in configuring workstations, managing user accounts, and providing end-user support for various IT services. With over 25 years of experience, SeKON specializes in providing large-scale health IT programs in support of federal government customers including the Centers for Disease Control (CDC), Centers for Medicare and Medicaid (CMS), Defense Health Agency (DHA), and National Institutes of Health (NIH). Our vision is "To be the premier management and technology consulting firm providing solutions that improve quality of life and work". RESPONSIBILITIES: On-Site Deskside Support: Provide on-site equipment repair and deskside support services, including configuration, reconfiguration, or repair of workstations and peripherals. Support drop-off services for equipment requiring maintenance. Hardware Repair & Coordination: Provide on-site hardware repair and coordinate off-site repairs for equipment not covered by other contracts or warranties. Notify appropriate repair contractors of equipment malfunctions for components covered under maintenance agreements and warranties. Workstation and Peripheral Configuration: Configure or reconfigure workstations and approved peripherals at the deskside support location. Ensure workstations are updated, upgraded, or patched as required to maintain security and functionality. Service Management Communication: Implement and manage effective communication methods between key staff, management personnel, and other DHA Enterprise IT support groups to ensure flexibility and mobility in meeting customer assistance needs. Service Request Management: Handle end-user service requests for software installation, user access management, and other IT needs. These requests may come through the MHS ServiceNow ticketing system or via walk-in support. ITSM Service Areas Support: Execute IT service management (ITSM) tasks, including but not limited to: User Account Management: Manage user security groups and accounts, create, disable, delete, and move user accounts, and provision user access to applications and networks. Active Directory (AD) Management: Manage user access in Active Directory, including moving accounts into the appropriate Operating Units (OUs) and deploying Group Policy Objects (GPO). System Authorization Access Request (DD Form 2875): Verify and review DD Form 2875 for user access requests, ensuring compliance with system authorization requirements. End-User Support: Assist with end-user software installations, handle service requests, and provide troubleshooting support for technical issues across IT systems. As an IT Service Desk Specialist, you will play a crucial role in maintaining the operational efficiency of IT systems by providing comprehensive support to users and ensuring their access to essential networks and applications. REQUIREMENTS: Bachelor's degree in Computer Science, Engineering, or a related field. Active DoD Secret Clearance required. Proven experience in deskside support, hardware repair, and IT service management. Proficiency with Active Directory, Group Policy Objects (GPO), and ITSM tools (such as MHS ServiceNow). Strong communication skills to effectively collaborate with IT teams and end-users. Ability to manage user accounts, security groups, and system authorization requests. Strong consulting and communication skills with demonstrated ability to work collaboratively across fast-paced and dynamic teams and at various levels of leadership. Strong understanding of Joint Health Service Support or Defense Health Agency processes. Superior verbal and written communication skills. Proven ability to present effectively to senior government officials. Ability to work collaboratively and proactively with customers and program office members in a multi-vendor environment. Willingness to serve in various ad hoc roles, including contributing to proposal efforts and participating in hiring processes.