IT Service Desk Specialist – Level II

Troubleshoot, diagnose, and resolve technical problems for client-level hardware and software issues in a secure, mission-critical environment. Prioritize incidents based on severity, impact, and complexity while ensuring timely resolution to maintain system availability. Manage and maintain a ticketing system to log, track, and update incidents, providing thorough documentation for all troubleshooting steps and resolutions. Assist with identifying opportunities to improve service desk processes and performance while supporting consistent delivery of IT services aligned with operational and security requirements. This Level II role requires a minimum of four years of progressive experience in technical support, a Bachelor's degree in IT or a related field, and an active Tier 3 background investigation.