IT Service Desk Specialist II

Job Title: IT Service Desk Specialist Level II
Location: Warner Robins GA (on-site)
Supporting: The Defense Health Agency (DHA) **Secret Security Clearance**

Overview

CompTech Computer Technologies is seeking an experienced IT Service Desk Specialist Level II to provide technical support in support of the Defense Health Agency (DHA). This position provides intermediate-level technical support to customers experiencing issues with client-level hardware software applications and related IT services. The ideal candidate will bring strong troubleshooting and customer-service skills experience working within an enterprise service desk environment and the ability to independently diagnose technical issues assess incident severity and impact and drive support requests toward timely resolution.

Scope of Work

Key responsibilities include:

• Provide intermediate-level technical support for customers experiencing hardware software application and workstation-related issues.
• Troubleshoot diagnose and resolve technical problems in accordance with established organizational procedures and approved incident-management processes.
• Analyze technical issues to identify root causes and determine appropriate troubleshooting and resolution steps.
• Assess and prioritize incidents based on severity complexity business impact and urgency.
• Provide advanced troubleshooting support for incidents escalated from Level I service desk personnel.
• Resolve technical issues within established service levels or escalate incidents to the appropriate technical team when additional expertise is required.
• Manage incidents and service requests throughout their lifecycle using the designated ticketing/IT service management system.
• Create and maintain thorough documentation of reported issues troubleshooting performed actions taken resolutions and escalation activities.
• Monitor assigned incidents and work to ensure timely resolution of all support requests.
• Communicate clearly and professionally with customers regarding issue status troubleshooting activities expected resolution and next steps.
• Identify recurring technical issues and communicate trends or potential problems to appropriate technical teams or leadership.
• Follow applicable security requirements standard operating procedures technical documentation and organizational support processes.
• Collaborate with Level I service desk personnel and other technical support teams to facilitate efficient incident resolution.
• Maintain a high level of customer service while supporting users with varying levels of technical knowledge.

Experience Education and Certification Requirements:

Experience:

• Four (4) years of progressive experience in IT technical support help desk service desk desktop support or a related discipline demonstrating intermediate-level proficiency.
• Demonstrated experience independently troubleshooting and resolving client-level hardware and software issues.
• Experience diagnosing technical problems and determining appropriate resolution or escalation paths.
• Experience evaluating and prioritizing incidents based on severity complexity urgency and impact.
• Experience using an enterprise ticketing or IT service management system to manage incidents and service requests.
• Demonstrated ability to provide detailed and accurate technical documentation.
• Strong analytical troubleshooting and problem-solving skills.
• Strong verbal and written communication skills with the ability to effectively support both technical and non-technical users.
• Ability to work within established incident-management escalation and technical support procedures.
• Ability to satisfy the security and background investigation requirements associated with the position.

Education:

Bachelors degree or applicable equivalency of four (4) additional years of relevant experience.

Preferred / Relevant Certifications: one is required to be considered.

• Commercial baseline certifications applicable to this advanced role may include:
  • CompTIA Security
  • CompTIA CySA

Additional certifications relevant to technical support desktop support or DoD cyber workforce requirements are a plus

Security Clearance Requirements:

• Active Secret Clearance

Salary:

• $55000 - $60000 plus full benefits PTO 401k

Equal Employment Opportunity
CompTech is committed to building a diverse and inclusive environment in which we recognize and value each others differences as well as fostering a culture that promotes its core values: Commitment Innovation and Customer Satisfaction. As an equal opportunity employer all qualified applicants will receive consideration for employment without regard to race color religion sex sexual orientation gender identity genetic information national origin age disability or status as a protected veteran. If you require assistance or an accommodation due to a disability please call Human Resources at or email A CompTech associate will respond to your message as soon as reasonably possible.