IT Service Desk Specialist – Level II

IT Service Desk Specialist – Level II
About the role

Provide technical support for client‑level hardware and software issues in a secure, mission‑critical environment. Diagnose technical problems, prioritize incidents based on severity, and ensure timely resolution of support requests while maintaining high‑quality service delivery.

• Troubleshoot, diagnose, and resolve technical issues in accordance with established organizational processes and procedures.
• Provide technical support for client‑level hardware and software problems.
• Diagnose issues and prioritize incidents based on severity, impact, and complexity.
• Ensure timely resolution of support requests to maintain service availability and user productivity.
• Manage and update tickets within the designated ticketing system.
• Document incidents, troubleshooting steps, and resolutions to ensure accurate record‑keeping and knowledge sharing.
• Support consistent and reliable delivery of IT services in alignment with operational requirements.

• 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.

• Advanced Certification such as CompTIA Security+ or CompTIA CySA+.

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

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.