Job Description

Job Title:       IT Service Desk Specialist – Level II
Location:       Fort Hood, TX (on-site)
Supporting:  The Defense Health Agency (DHA) **Secret Security Clearance**

Overview

CompTech Computer Technologies is seeking an experienced IT Service Desk Specialist – Level II to provide technical support in support of the Defense Health Agency (DHA). This position provides intermediate-level technical support to customers experiencing issues with client-level hardware, software, applications, and related IT services. The ideal candidate will bring strong troubleshooting and customer-service skills, experience working within an enterprise service desk environment, and the ability to independently diagnose technical issues, assess incident severity and impact, and drive support requests toward timely resolution.

Scope of Work

Key responsibilities include:

• Provide intermediate-level technical support for customers experiencing hardware, software, application, and workstation-related issues.
• Troubleshoot, diagnose, and resolve technical problems in accordance with established organizational procedures and approved incident-management processes.
• Analyze technical issues to identify root causes and determine appropriate troubleshooting and resolution steps.
• Assess and prioritize incidents based on severity, complexity, business impact, and urgency.
• Provide advanced troubleshooting support for incidents escalated from Level I service desk personnel.
• Resolve technical issues within established service levels or escalate incidents to the appropriate technical team when additional expertise is required.
• Manage incidents and service requests throughout their lifecycle using the designated ticketing/IT service management system.
• Create and maintain thorough documentation of reported issues, troubleshooting performed, actions taken, resolutions, and escalation activities.
• Monitor assigned incidents and work to ensure timely resolution of all support requests.
• Communicate clearly and professionally with customers regarding issue status, troubleshooting activities, expected resolution, and next steps.
• Identify recurring technical issues and communicate trends or potential problems to appropriate technical teams or leadership.
• Follow applicable security requirements, standard operating procedures, technical documentation, and organizational support processes.
• Collaborate with Level I service desk personnel and other technical support teams to facilitate efficient incident resolution.
• Maintain a high level of customer service while supporting users with varying levels of technical knowledge.

Experience, Education, and Certification Requirements:

Experience:

• Four (4) years of progressive experience in IT technical support, help desk, service desk, desktop support, or a related discipline demonstrating intermediate-level proficiency.
• Demonstrated experience independently troubleshooting and resolving client-level hardware and software issues.
• Experience diagnosing technical problems and determining appropriate resolution or escalation paths.
• Experience evaluating and prioritizing incidents based on severity, complexity, urgency, and impact.
• Experience using an enterprise ticketing or IT service management system to manage incidents and service requests.
• Demonstrated ability to provide detailed and accurate technical documentation.
• Strong analytical, troubleshooting, and problem-solving skills.
• Strong verbal and written communication skills with the ability to effectively support both technical and non-technical users.
• Ability to work within established incident-management, escalation, and technical support procedures.
• Ability to satisfy the security and background investigation requirements associated with the position.

Education:

Bachelor's degree or applicable equivalency of four (4) additional years of relevant experience.

Preferred / Relevant Certifications: one is required to be considered.

• Commercial baseline certifications applicable to this advanced role may include:
  • CompTIA Security+
  • CompTIA CySA+

Additional certifications relevant to technical support, desktop support, or DoD cyber workforce requirements are a plus.

Security Clearance Requirements:

• Active Secret Clearance

Salary:

• $58,000 - $61,000 plus full benefits, PTO, 401k+