IT Service Desk Specialist II

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

Benefits offered by this job

Full benefits

PTO

401k+

Job summary

CompTech Computer Technologies seeks an IT Service Desk Specialist - Level II in Warner Robins, GA to provide intermediate technical support for hardware, software, and applications. You will diagnose issues, escalate when needed, and ensure timely incident resolution in an enterprise service desk environment.

The role requires a Bachelor’s degree or equivalent experience, four years of IT support, and security certifications.

Qualifications

• Four (4) years of progressive IT support experience.
• Strong troubleshooting and problem-solving in enterprise environments.
• Excellent verbal and written communication with diverse users.

Responsibilities

• Provide intermediate-level technical support for hardware, software, and workstation issues.
• Troubleshoot and resolve problems; follow incident-management processes.
• Manage incidents using the IT service management system and document resolutions.

Skills

Customer service

Troubleshooting

Communication

Education

Bachelor's degree or equivalent

CompTIA Security+

CompTIA CySA+

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.

Key responsibilities

• 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.

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, I