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.

What you'll do

• 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

Qualifications

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+

Clearance:

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