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Conviso Inc. · 1 day ago

End User Support Specialist

San Antonio, TX

Full-time

Onsite

Mid Level

3+ years exp

Conviso Inc. is seeking an End User Support Specialist to provide onsite Tier II technical support for end-user IT issues. The role involves troubleshooting, coordinating with resolver groups, and ensuring a high-quality customer experience through effective communication and ticket management.

Business IntelligenceCloud ComputingData ManagementInformation TechnologySoftwareStaffing Agency

No H1B

Security Clearance Required

U.S. Citizen Only

Hiring Manager

Sandeep Payal

Responsibilities

Resolve escalated incidents and requests involving hardware, software, operating systems, and end-user networking issues

Provide onsite deskside support at assigned workspaces 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

Actively monitor and manage assigned ServiceNow 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., ServiceNow Knowledge Articles / internal documentation)

Mentor and support onboarding of new team members

Support the Team Lead during escalations and major incidents, including customer communications

Qualification

CompTIA Security+End-user supportServiceNowCustomer serviceCommunication skillsDocumentation skills

Required

Must have active Secret / Tier 5 Secret Security Clearance or higher

Certification: CompTIA Security+

3–5 years of relevant end-user/desktop support experience (Tier II preferred)

Active Secret clearance (or ability to maintain)

Strong customer service, communication, and documentation skills

Company

Conviso Inc.

At Conviso, we empower both government and commercial clients by delivering tailored professional services that drive success and help them overcome unique business challenges.

Founded in 2009

Luray, Virginia, USA

51-200 employees

https://convisoinc.com

Funding

Current Stage

Growth Stage

Leadership Team

Roy Quill

Chief Growth Officer (CGO)

Company data provided by crunchbase