IT Service Desk Specialist – Level II

Kaimetrix • Dumfries, VA

2d • Onsite

About The Position

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.

Requirements

• 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
• CompTIA CASP+ or (ISC)² CISSP
• Active Tier 3 (T3) background investigation or ability to obtain and maintain

Responsibilities

• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level