IT Service Desk Specialist II

CompTech Computer Technologies; Warner Robins (GA); On-site; USD 55,000 - 60,000; Full time

Job summary

CompTech Computer Technologies is seeking an experienced IT Service Desk Specialist - Level II to provide intermediate technical support for hardware, software, applications, and related IT services in support of the Defense Health Agency (DHA). The role requires 4+ years in IT support, strong troubleshooting and customer-service skills, and the ability to work in an enterprise service desk environment.

The position is on-site in Warner Robins, GA with an Active Secret clearance and a salary

Qualifications

• Four or more years of progressive IT support or service desk experience.
• Experience troubleshooting hardware, software, and applications.
• Strong verbal and written communication skills.
• Experience using enterprise ticketing/ITSM systems.
• Ability to satisfy security and background investigation requirements.
• Bachelor's degree or equivalent experience.

Responsibilities

• Provide intermediate-level technical support for hardware, software, applications, and workstation issues.
• Troubleshoot and resolve issues following incident-management processes.
• Analyze issues to identify root causes and determine resolution steps.
• Assess incidents by severity, complexity, and business impact; prioritize accordingly.
• Maintain documentation of issues, troubleshooting steps, resolutions, and escalations.

Skills

Communication skills

Analytical thinking

Customer service

Problem solving

Education

Bachelor's degree or equivalent

Tools

Ticketing system

ITSM

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: Warner Robins, GA (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 escape 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

Experience, Education, and Certification Requirements:

• 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.

• Commercial baseline certifications applicable to this advanced role may include:
  • 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 plus full benefits, PTO, 401k+

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.