IT Service Desk Specialist – Level III

Kaimetrix; Washington; On-site; USD 90,000 - 130,000; Full time

Job summary

Kaimetrix is seeking an IT Service Desk Specialist – Level III to deliver advanced technical support in a secure environment. You will diagnose complex issues, document resolutions, and collaborate with engineering teams to ensure system stability.

The role requires strong troubleshooting, a minimum of 6 years in technical support, and a bachelor's or equivalent experience, plus relevant certifications and active Tier 3 background clearance.

Qualifications

• 6+ 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.
• Certifications: CASP+ or (ISC)2 CISSP.
• Active Tier 3 (T3) background investigation or ability to obtain and maintain.

Responsibilities

• Utilize advanced troubleshooting techniques and diagnostic tools to identify root causes of technical issues.
• Provide in-depth technical support for client-level hardware and software systems.
• Collaborate with other technical teams as needed to resolve complex problems.
• Document all troubleshooting steps and resolutions in the designated ticketing system to support knowledge sharing.
• Leverage knowledge base resources to improve resolution efficiency and consistency.
• Continuously identify opportunities to enhance support processes and improve customer satisfaction.
• Ensure timely resolution of issues to maintain operational continuity and service performance.

Education

Bachelor’s degree in Information Technology, Computer Science, or related field

Job description

About the role

Kaimetrix is seeking an IT Service Desk Specialist – Level III to provide advanced technical support for client-level hardware and software issues in a secure, mission-critical environment. This role leverages advanced troubleshooting techniques and knowledge base resources to diagnose issues, identify root causes, and implement effective solutions to maintain system performance and user satisfaction.

What you’ll do

• Utilize advanced troubleshooting techniques and diagnostic tools to identify root causes of technical issues
• Provide in-depth technical support for client-level hardware and software systems
• Collaborate with other technical teams as needed to resolve complex problems
• Document all troubleshooting steps and resolutions in the designated ticketing system to support knowledge sharing
• Leverage knowledge base resources to improve resolution efficiency and consistency
• Continuously identify opportunities to enhance support processes and improve customer satisfaction
• Ensure timely resolution of issues to maintain operational continuity and service performance

Qualifications

Education/Experience:

• Minimum of 6 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

Certifications:

• CompTIA CASP+ or (ISC)² CISSP

Clearance:

• Active Tier 3 (T3) background investigation or ability to obtain and maintain