IT Service Desk Specialist - Level II; DHA Lakes

Position Summary: Clearwaters.

IT is looking for an IT Service Desk Specialist - Level II to join our dynamic team. In this role, you will provide top-tier technical support to our end-users, ensuring smooth and effective operations of IT services. You’ll be the go-to person for resolving complex issues and contributing to an exceptional service delivery experience.

Key Responsibilities:

• Respond to and resolve Level II service desk tickets escalated from Level I support.
• Troubleshoot hardware, software, and network-related issues for end-users, documenting problems and solutions.
• Work collaboratively with IT teams to ensure incidents are quickly and effectively managed.
• Utilize ITIL frameworks to enhance service management practices and improve workflow processes.
• Update and maintain detailed documentation related to troubleshooting steps and resolutions.
• Participate in user training and awareness programs to maintain high levels of service satisfaction.
• Engage in regular team meetings to discuss ongoing issues and improvements.
• Stay updated on emerging trends and technologies in IT support and suggest improvements.

• Associate's degree in Computer Science or related field preferred;
  Bachelor's degree a plus.
• Minimum of 4 years of experience in a technical support or service desk role.
• Strong understanding of Windows and Mac OS environments, as well as common business applications.
• Experience with Active Directory and other network infrastructure tools.
• Excellent problem-solving and troubleshooting skills.
• Strong communication skills, both verbal and written.
• Ability to work in a fast-paced, team-oriented environment.
• CompTIA Sec+ certification required.
• Experience with ticketing systems like Service Now is a plus.
• Must possess T3 for suitability security clearance or be able to obtain it.

Competitive salary and benefits package, including:

• Health, dental and vision insurance
• 401(k) with company match
• Paid time off (PTO) for vacation, sick leave, and personal days
• Professional development reimbursement
• Other benefits, including life insurance, disability insurance, and employee assistance programs