IT Service Desk Specialist II — Escalation & Support

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

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.