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Helpdesk Support

  • Location: San Antonio, TX
  • Job Type: Right to Hire
  • Ref No: 19-06450
  • Date: October 30, 2019
  • Job title:
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Job Description - Helpdesk Support

Currently looking for a Tier 2 Helpdesk Support Engineer to join a growing team.


Company is looking for someone who has recently started their IT career and want to come in and GROW – be a sponge and learn as much as they can and be eager to jump in whenever/wherever possible.


Personality is everything!

This will be a Nights & Weekend shift.

Wed-Sun: 1pm-10pm

OFF on Mondays & Tuesdays. 

ALSO - the potential of the schedule moving to 4 10's (shift would still include both weekend days). 


  Provide technical support and subject matter expertise to users

  Build relationships with internal and external stakeholders to expeditiously resolve

requests and build knowledge bases to assist in future incident triage and resolution

  Work within established service level frameworks

  Assist in resolution of incidents involving:

  Credentials management (forgotten passwords

  Network-connectivity infrastructure questions including: IP Address

allocation and firewall/router configuration

  Collect necessary information to escalate and coordinate issues with core

SRE / Application Development teams when additional input is required

  Share knowledge and best practices to enable mutual advancement of the team

  Potential to migrate to a Site Reliability Engineer / Development role for suitably

qualified candidates over time

Ideal skills will include:

  4+ years of Support Desk experience ideally as a Level 2 analyst

  Extensive experience in customer interaction and support

  Extensive experience in training and guiding Support Desk analysts

  Track record of success and accountability while taking personal responsibility very


  Ability to influence and motivate a team of analysts and incident handlers, from novice to

advanced level experience

  Ability to work well and thrive in a collaborative and fast paced environment

  Knowledge of internet technology and protocols including DNS, HTTP, SMTP and related


  Passion for information security

  Knowledge of information security principles, including risk assessment and

management, threat and vulnerability management, incident response, and identity and

access management

  Knowledge of network infrastructure and associated network protocols and concepts

  Strong analytical and problem-solving skills

  Exceptional written and verbal communication skills

  Highly self-motivated and directed with strong initiative to enhance processes

  Ability to effectively prioritize and execute tasks in a high-pressure environment

  Prior experience in the financial services / trading / fintech environment

ITIL experience


  Bachelor's degree in information systems or computer science

  Strong Unix/Linux command line skills

  Understanding of common agile development methodologies and product development




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