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Systems Plus is the company for you! Experience the difference, and let’s talk about your future at Systems Plus today.
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Position Title
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IT Service Desk Specialist – Level I – Lackland
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Position Type
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Full-Time, Onsite
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Position Location
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Lackland, TX
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Tracking Code
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01236
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Daily Responsibilities
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- Serve as the primary point of contact for customer engagement, delivering real-time responses to inquiries through multiple channels including telephone support, in-person assistance, and live chat services.
- Monitor and triage tickets (incidents, cases, and requests) that have been assigned to the site (e.g., routed from the DHA GSC or initiated by local users), and complete work orders within the applicable MTF knowledge base article processes.
- Provide hardware support including but not limited to on-site touch-labor, troubleshooting, integration, configuration, and installation of authorized hardware, software, and peripherals. Assist with all required equipment staging, burn-in, installation, testing and documentation. This shall include setup of systems, and integration testing and/or troubleshooting for all Government equipment or devices approved for use in network/systems areas supported at DHA site locations.
- Ensure there are processes in place to allow for regular and frequent communication with the GSC to allow for queue management, including resolution and closure of Tier 2 tickets, and escalation of tickets outside of Tier 2 based on evaluation and triage, as necessary.
- Provide physical inventory management and equipment relocation services to ensure the proper tracking, movement, and setup of IT assets for Mobile Blood Lab. These services include, but are not limited to:
- Full-lifecycle IT Support for all mobile blood drives and Temporary Duty (TDY) assignments
- Daily data upload and download procedures across 3 mobile tactical servers to maintain operational synchronization
- Manage, configure, and maintain local middleware and Laboratory Information Systems (LIS) to ensure uninterrupted clinical data transmission
- Oversee and track all System Authorization Access Request (SAAR) forms and manage user provisioning for LifeTrak systems, as well as manage access control lists and permissions on join/shared network drives
- Monitor and maintain Authority to Operate (ATO) documentation and compliance packages for all clinical analyzers and core IT systems
- Conduct routine security tracking, vulnerability monitoring, and compliance reporting to align with institutional cybersecurity frameworks.
- Coordinate LifeTrak validation, upgrade, and testing lifecycle, and manage ongoing system maintenance post-release.
- Maintain, update, and troubleshoot a fleet of 8 to 30 mobile mission laptops, and oversee the preventative maintenance, troubleshooting, and supply replenishment for all network printers, mobile printers, and barcode scanners
- Coordinate with the assigned Equipment Custodian to assist with property book accountability and hand receipts, and manage a strict check-in/check-out process to account for all in-house laptops and workstations
- Other duties as assigned.
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Degree and Certifications:
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- Education: High School Diploma or G.E.D.
- Certifications: IAT I and CE
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Required Experience:
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- 2 years of experience demonstrating the required proficiency.
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Required Clearance:
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- No clearance needed. Applicant must obtain and maintain favorable suitability adjudication.
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