IT Service Desk Specialist – Level II

About the role

Kaimetrix is seeking an IT Service Desk Specialist – Level II to provide technical support for client-level hardware and software issues in a secure, mission‑critical environment. This role is responsible for diagnosing technical problems, prioritizing incidents based on severity, and ensuring timely resolution of support requests while maintaining accurate documentation and service quality.

• Troubleshoot, diagnose, and resolve technical problems in accordance with established organizational processes and procedures
• Diagnose technical issues and prioritize incidents based on severity, impact, and complexity
• Ensure timely resolution of all support requests to maintain system availability and user productivity
• Manage and maintain a ticketing system to log, track, and update incidents and service requests
• Provide thorough documentation for all incidents, including troubleshooting steps and resolutions
• Support consistent delivery of IT services aligned with operational and security requirements
• Assist with identifying opportunities to improve service desk processes and performance

Education/

Experience:

• 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

Certifications:

• CompTIA Security+, 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.