Job Title: Help Desk Specialist Location: San Antonio, TX (Remote but live in or near San Antonio, TX) Clearance: Secret Certification: CompTIA Security+ + Two years of experience in customer service, at least two of which were on a Help Desk + Experience with Incident management, Problem management, Knowledge management. + Ability to follow established protocols and procedures, and apply industry best practices. + Communicate clearly, both orally and in writing, in English. + Have comprehensive knowledge of, and experience with, government regulations, policies, procedures, and limitations. + Coordinate with the appropriate management levels, as required by applicable policies or procedures. + Have working knowledge of latest versions of office automation software and recognize potential enhancements or limitations of new software utilized within their area of expertise/tasking. + Experience providing scheduled and ad-hoc technical presentations to various audiences. + Experience in conducting training for IT applications. + Ability to synthesize and evaluate information from a variety of sources, to prepare documents or provide insight with which the COR or PM can make timely and accurate decisions.