IT Service Desk @ BAMC

VetRamp; San Antonio (TX); On-site; USD 55,000 - 70,000; Full time

Job summary

VetRamp is seeking an IT Service Desk Specialist - Level II to deliver advanced end-user support for hardware, software, and systems. The role requires handling inquiries via phone, email, or chat and escalating complex issues through the established support channels.

The position emphasizes Tier 3 investigation with a Secret clearance, and candidates should possess a Bachelor’s degree or equivalent and four years of progressive IT experience. A strong customer-service mindset is essential.

Qualifications

• Bachelor's degree or equivalent required.
• Secret clearance required (Tier 3).
• Four years of progressive IT experience.

Responsibilities

• Answers questions, analyzes problems and provides technical assistance, support, and advice to end users for hardware, software, and systems through phone, email, or chat.
• Resolves computer software and hardware problems and acts as escalation path for moderate to highly complex issues.
• Specializes in certain technologies to assist customers and provides overflow support during peak times.

Skills

IAT II Certification

Secret Clearance

DoD 8570.01-M Compliance

Education

Bachelor's degree or equivalent

Job description

Title:IT Service Desk Specialist - Level II

Investigation Required: Tier 3 (Secret Clearance)

Certifications: IAT II (Please see Section 3.0 Commercial Certificates for DoD 8570.01-M certificate requirement); CE: Associate (professional preferred) level certification for supported technology as approved by the COR.

Experience:Four (4) years of progressive experience demonstrating the required proficiency.

Responsibility:Answers questions, analyzes problems and provides technical assistance, support, and advice to end users for hardware, software, and systems through phone, email, or chat. Resolves computer software and hardware problems of users, and acts as a contact for users having problems using computer software, hardware, and operating systems. Acts as the escalation path to resolve moderate to highly complex technical issues. Specialized in certain aspects of technologies to assist the customer base. Provides support for call overflow during peak time or reduced staff during off peak hours. Level II performs more varied and difficult tasks compared to Level I.

Minimum Education:Bachelor's degree and/or equivalency.