IT Service Desk Specialist II Job Pensacola area,Florida USA,IT/Tech

Dexian Government Solutions is recruiting for an IT Service Desk Specialist II to our proposal effort for the DHA Geographic Service Providers in Pensacola, Florida

Position Overview:

The IT Service Desk Specialist II provides advanced Tier II technical support for Naval Hospital Pensacola and supported Military Treatment Facilities (MTFs). This position serves as the lead onsite service desk resource, resolving complex hardware, software, account management, and connectivity issues while supporting IT service delivery in a healthcare environment.
The specialist manages desk operations, leads help desk activities, supports Active Directory and identity management functions, coordinates with DHA enterprise support teams, and provides deskside and remote user assistance. The role requires strong troubleshooting, customer service, and leadership skills to ensure reliable IT support for clinical and administrative users while maintaining compliance with DHA and ITSM/ITIL service management practices.

Functional Responsibility:

Serve as the primary point of contact for customer engagement, delivering real-time responses to inquiries through various channels (e.g., telephone support, in-person assistance, and live chat services)
Monitor and triage tickets (incidents, cases, and requests) that have been assigned to the site (e.g., routed from the DHA Geographic Service Center (GSC) or initiated by local users)
Answer questions, analyze problems and provide technical assistance
Direct calls that do not belong to the site back to Level 1 (i.e., GSC, base/post/installation local support)
Monitor and track the IT Service Desk queue and complete work orders within the applicable MTF knowledge base article processes.
Provide hardware support including but not limited to on-site touch-labor, troubleshooting, integration, configuration, and installation of authorized hardware, software, and peripherals
Assist with all required equipment staging, burn-in, installation, testing and documentation;
This shall include setup of systems, and integration testing and/or troubleshooting for all Government equipment or devices approved for use in network/systems areas supported at DHA site locations.
Lead help desk personnel in support of help desk assignments to include Defense Medical Logistics Standard Support (DMLSS) ordering and Inventory management
Log and/or brief the following activities weekly, pursuant to the Government Task Manager: accomplishments and impact of accomplishments to service, the associated DHA ticketing system ticket number (if applicable), percentage of completion if the effort is not yet complete, and upcoming planned task and initiatives, along with planned dates of execution (suspense dates).
Identify risks, issues, or items of interest.
Responsible for notifying the appropriate equipment repair Contractor of equipment malfunction for component(s) covered by maintenance agreements and warranties supported.
Designated with managing and coordinating the delivery and performance of IT services at Naval Hospital Pensacola.
Acts as the primary point of contact for service desk operations, providing leadership and guidance to team members.
Handles complex Tier 2 technical issues that Level I cannot resolve; leads help desk personnel including DMLSS ordering and inventory management.
Collaborates with stakeholders to identify process improvements and enhanced service delivery.
Manages AD/identity management using mJAD and MECM; provides deskside and remote user assistance.
Contributes to Monthly Progress Report.

Required Experience:

4+ Years progressive applicable IT experience.
Demonstrated ability to lead and coordinate IT service delivery teams to meet performance objectives.
Proven expertise in resolving complex technical issues and ensuring operational continuity.
Strong communication and organizational skills to manage priorities and collaborate with stakeholders Demonstrating ability to lead and coordinate IT service delivery teams to meet performance objectives
Intermediate deskside support experience troubleshooting desktops, laptops, printers, mobile devices, and peripherals
Experience supporting Microsoft Windows operating systems and enterprise desktop environments
Experience using ITSM/service desk ticketing systems for incident management, request fulfillment, escalation, and documentation
Experience providing customer-facing technical support in high-availability operational environments
Experience supporting clinical or healthcare IT systems preferred due to Military Treatment Facility (MTF) environment
Experience imaging, deploying, replacing, configuring, and maintaining endpoint devices
Ability to provide remote support for geographically dispersed clinics and facilities
Support performance metrics, SLA tracking, operational reporting, and ticket documentation.
Rapid issue resolution, support for healthcare delivery systems, minimal disruption to clinical operations, coordination with DHA Government staff and contractor…