IT Service Desk Specialist – Level II
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About the role
Kaimetrix is seeking an IT Service Desk Specialist – Level II to provide technical support for client-level hardware and software issues in a secure, mission-critical environment. This role is responsible for diagnosing technical problems, prioritizing incidents based on severity, and ensuring timely resolution of support requests while maintaining high-quality service delivery.
What you'll do
- Troubleshoot, diagnose, and resolve technical issues in accordance with established organizational processes and procedures
- Provide technical support for client-level hardware and software problems
- Diagnose issues and prioritize incidents based on severity, impact, and complexity
- Ensure timely resolution of support requests to maintain service availability and user productivity
- Manage and update tickets within the designated ticketing system
- Document incidents, troubleshooting steps, and resolutions to ensure accurate record-keeping and knowledge sharing
- Support consistent and reliable delivery of IT services in alignment with operational requirements
Qualifications
Education/Experience:
- Minimum of 4 years of progressive experience in technical support or IT service desk roles
- Bachelor’s degree in Information Technology, Computer Science, or a related field, or equivalent experience
Certifications:
- Advanced Certification such as CompTIA Security+, CompTIA CySA+
Clearance:
- Active Tier 3 (T3) background investigation or ability to obtain and maintain