IT Service Desk Specialist II - Secure, Impactful Support

Kaimetrix, LLC; Dumfries (VA); On-site; USD 70,000 - 90,000; Full time

Job summary

Kaimetrix, LLC is seeking an IT Service Desk Specialist – Level II to provide technical support for client-level hardware and software in a secure, mission-critical environment. You will diagnose issues, prioritize incidents by severity, and ensure timely resolutions while maintaining detailed records.

The role requires at least 4 years in technical support or an IT service desk, a Bachelor's degree or equivalent experience, and CompTIA Security+ and CySA+ certifications.

Qualifications

• Minimum of 4 years of progressive experience in technical support or IT service desk roles.
• Bachelor’s degree in Information Technology, Computer Science, or a related field, or equivalent experience.
• CompTIA Security+ and CompTIA CySA+ certifications.

Responsibilities

• Troubleshoot, diagnose, and resolve technical problems in accordance with established processes.
• Diagnose issues and prioritize incidents based on severity, impact, and complexity.
• Ensure timely resolution of all support requests to maintain system availability and user productivity.
• Manage and maintain a ticketing system to log, track, and update incidents and service requests.
• Provide thorough documentation for all incidents, including troubleshooting steps and resolutions.
• Support consistent delivery of IT services aligned with operational and security requirements.
• Assist with identifying opportunities to improve service desk processes and performance.

Skills

Technical support

IT service desk

Troubleshooting

Education

Bachelor’s degree / equivalent experience

Tools

Ticketing system

Job description

Kaimetrix, LLC is seeking an IT Service Desk Specialist – Level II to provide technical support for client-level hardware and software in a secure, mission-critical environment. You will diagnose issues, prioritize incidents by severity, and ensure timely resolutions while maintaining detailed records.

The role requires at least 4 years in technical support or an IT service desk, a Bachelor's degree or equivalent experience, and CompTIA Security+ and CySA+ certifications.