IT Service Desk Specialist II

comptechcomputertechnologies; Corpus Christi (TX); On-site; USD 55,000 - 60,000; Full time

Job summary

CompTech Computer Technologies seeks a skilled IT Service Desk Specialist - Level II to provide intermediate technical support to DHA customers in Corpus Christi, TX on-site.

The role requires troubleshooting hardware/software issues, strong customer service, and adherence to incident-management processes.

Qualifications

• Four (4) years of progressive IT support experience.
• Experience diagnosing hardware/software issues independently.
• Ability to follow incident-management processes and escalation paths.
• Strong written and verbal communication with technical and non-technical users.

Responsibilities

• Provide intermediate-level IT support for hardware, software, and workstation issues.
• Troubleshoot and resolve problems per procedures and incident-management processes.
• Prioritize incidents by severity, business impact, and urgency.
• Document issues, actions, and resolutions in the ticketing system.
• Coordinate with Level I and other teams to ensure timely resolutions.

Skills

Troubleshooting

Customer service

Analytical thinking

Communication skills

Education

Bachelor's degree or equivalent experience

Tools

Ticketing system

Job description

WELCOME TO COMPTECH

Good people. Dedicated People. Hard-working people.

CompTech is a service-oriented program management and technical company working to build lasting relationships with small and large companies, municipalities, and Government agencies. Headquartered in Dayton, OH, our clients nationwide are provided with services in client-focused practice areas resulting in solutions to organizational challenges.

Job Description

Job Title: IT Service Desk Specialist - Level II

Location: Corpus Christi, TX (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 elevate 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:

Bachelor’s degree or applicable equivalency of four (4) additional years of relevant experience.

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

• 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:

$55,000 - $60,000

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 Satis