It Service Desk Specialist

VetRamp; Washington (District of Columbia); On-site; USD 62,000 - 86,000; Full time

Job summary

VetRamp seeks an IT Service Desk Specialist - Level II in Washington, DC. This role requires a Secret clearance and IAT II plus CE: Associate level certifications as approved for DoD 8570.01‑M, with four years of progressive IT support experience.

You will handle end-user inquiries, diagnose hardware and software issues, and escalate complex problems while supporting peak-time call overflow and collaborating with specialty teams.

Qualifications

• 4 years of progressive IT support experience.
• Must hold IAT II and CE: Associate level certifications (DoD 8570.01‑M).
• Active Secret clearance required.

Responsibilities

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

Skills

End-user support

Hardware

Software

Troubleshooting

Escalation

Education

Bachelor's degree or equivalency

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.