IT Service Desk Specialist I

comptechcomputertechnologies; Pensacola (FL); On-site; USD 61,000 - 70,000; Full time

Job summary

CompTech Computer Technologies seeks an IT Service Desk Specialist - Level I to provide frontline support at Naval Hospital Pensacola. You will troubleshoot, document incidents, and deliver professional customer service to end users with varying technical skills.

This on-site role requires two years of IT support experience, an active Secret clearance, and the ability to follow defined procedures. CompTech offers competitive pay, health benefits, PTO, and a path for growth within the Defense

Qualifications

• Two years of progressive IT support experience and troubleshooting client issues.
• Ability to follow established service desk procedures and incident processes.
• Strong customer service, communication, and problem-solving skills.
• Ability to explain technical information to non-technical users.
• Must meet security and background investigation requirements.

Responsibilities

• Serve as first point of contact for hardware, software, and IT issues.
• Troubleshoot and resolve problems per established procedures.
• Provide Tier I support for workstations, apps, hardware, and access issues.
• Create, update, and track incidents in the ticketing system.
• Escalate to higher tiers when needed and document steps taken.
• Communicate status and next steps clearly to customers.
• Maintain a customer-focused approach for users with varying tech skills.

Skills

Two years IT support

Customer service

Troubleshooting

Ticketing system

Communication

Security clearance

Education

AA / AAS or qualifying military training

Experience substitution: 2 years

Job description

Job Title: IT Service Desk Specialist - Level I

Location: Naval Hospital Pensacola - Pensacola, FL (on-site)

Supporting: The Defense Health Agency (DHA) - Secret Security Clearance

CompTech Computer Technologies is seeking an IT Service Desk Specialist - Level I to provide technical support in support of the Defense Health Agency (DHA). This position serves as a first point of contact for end users experiencing technical issues with client-level hardware and software. The ideal candidate will have a strong customer-service mindset, hands-on troubleshooting experience, and the ability to diagnose and resolve common technical issues while accurately documenting incidents and following established support procedures.

Key responsibilities include:

• Serve as a first point of contact for customers requiring technical assistance with hardware, software, and other client-level IT issues.
• Troubleshoot, diagnose, and resolve technical problems in accordance with established procedures and service desk processes.
• Provide Tier I support for common workstations, applications, hardware, software, and user-access issues.
• Create, update, track, and document incidents and service requests within the designated ticketing system.
• Accurately document troubleshooting steps, actions taken, resolutions, and relevant customer information.
• Escalate incidents that cannot be resolved at the Level I support tier to the appropriate technical support team.
• Follow established incident-management and problem-resolution procedures.
• Communicate clearly and professionally with customers throughout the troubleshooting and resolution process.
• Provide timely status updates and ensure customers understand next steps when an issue requires escalation.
• Maintain a customer-focused approach while supporting users with varying levels of technical proficiency.
• Adhere to applicable security policies, procedures, and organizational standards.

Experience, Education, and Certification Requirements:

Experience:

• Two (2) years of progressive experience in IT technical support, help desk, service desk, desktop support, or a related discipline demonstrating the required level of proficiency.
• Demonstrated experience troubleshooting client-level hardware and software issues.
• Experience using a ticketing or IT service management system to log, track, document, and manage technical support requests.
• Ability to follow established technical procedures and incident-resolution processes.
• Strong customer service, communication, and problem-solving skills.
• Ability to clearly communicate technical information to both technical and non-technical users.
• Ability to meet the security and background investigation requirements associated with the position.

Education:

• Associate of Arts (AA), Associate of Applied Science (AAS), or qualifying military training.
• Two (2) additional years of experience may be accepted in lieu of a degree or military experience.

Preferred / Relevant Certifications - You must already hold one in order to be considered.

• Commercial baseline certifications applicable to this role may include:
• CompTIA A+
• CompTIA Security+
• Additional certifications relevant to technical support, desktop support, or DoD cyber workforce requirements are a plus.

Security Clearance Requirements:

• Active Secret Clearance

Salary:

$24.51 /hour + $5.09/hour Health & Welfare (H&W)

Medical insurance options, PTO, and 401(k) available. This position is subject to applicable Service Contract Act (SCA) wage and Health & Welfare requirements.

Equal Employment Opportunity

CompTech is committed to building a diverse and inclusive environment in which we recognize and value each other's 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 [phone] or email [e-mail]. A CompTech associate will respond to your message as soon as reasonably possible.