IT Service Desk Specialist – Level I

About Kaimetrix, L. L.

C.

At Kaimetrix, we deliver complete IT solutions and bring together complex and often siloed services— increasing the value of IT through a holistic, end-to-end approach. We combine real data with expert insights to help organizations modernize, streamline operations, advance IT initiatives, and achieve mission success for federal civilian, defense, and intelligence agencies. Our core capabilities include cybersecurity, data operations, end-user support, IT management, software development, systems engineering, process improvement, and technical advisory.

We believe our greatest asset is our people. We invest in our team’s growth, empower them with autonomy and accountability, and offer meaningful work that supports mission-focused agencies while advancing your career.

Join us if you’re looking to do impactful work, develop professionally, and be part of a culture that values continuous improvement, metrics-driven performance, and exceptional service.

Benefits

Summary:

Kaimetrix offers a comprehensive benefits package that includes medical, dental, and vision insurance; company-paid short-term and long-term disability coverage; company-paid life and AD&D insurance with additional voluntary options; a 401(k) and Roth retirement plan with employer matching; paid time off that increases with tenure; 11 paid federal holidays; FSA and HSA options; commuter benefits; annual education reimbursement for approved training and certifications;

employer-paid identity protection; and optional supplemental coverages such as accident, cancer, critical illness, and hospital indemnity.

Kaimetrix, L.L.C. is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, or national origin.

IT Service Desk Specialist – Level I

This role serves as the first point of contact for technical support in a secure, mission-critical environment. It is responsible for providing initial troubleshooting and resolution of client-level hardware and software issues while ensuring a high level of customer service and adherence to established support procedures.

• Troubleshoot, diagnose, and resolve technical problems related to client-level hardware and software
• Follow established organizational processes and procedures for incident resolution
• Serve as the first point of contact for customer support requests and provide timely assistance
• Manage and maintain a ticketing system to log, track, and document all support requests
• Provide clear and effective communication to customers throughout the support process
• Ensure accurate documentation of incidents, troubleshooting steps, and resolutions
• Support consistent and reliable delivery of IT services in alignment with operational requirements

• Minimum of 2 years of progressive experience in technical support or IT service desk roles
• Associate of Arts (AA), Associate of Applied Science (AAS), military training, or equivalent experience

• Advanced Certification such as CompTIA A+, CompTIA Security+

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