IT Service Desk Specialist – Level III

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.

About the role

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

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