IT Service Desk Specialist I

About the Role

CompTech Computer Technologies is seeking an IT Service Desk Specialist – Level I to provide technical support for the Defense Health Agency (DHA). This role serves as the first point of contact for end users with technical issues related to client-level hardware and software. The ideal candidate will have a strong customer-service mindset, hands-on troubleshooting experience, and the ability to diagnose and resolve common technical issues while accurately documenting incidents and following established support procedures.

Responsibilities

• Serve as the first point of contact for customers requiring technical assistance with hardware, software, and other client-level IT issues.
• Troubleshoot, diagnose, and resolve technical problems in accordance with established procedures and service desk processes.
• Provide Tier I support for common workstations, applications, hardware, software, and user-access issues.
• Create, update, track, and document incidents and service requests within the designated ticketing system.
• Accurately document troubleshooting steps, actions taken, resolutions, and relevant customer information.
• Escalate incidents that cannot be resolved at the Level I support tier to the appropriate technical support team.
• Follow established incident-management and problem-resolution procedures.
• Communicate clearly and professionally with customers throughout the troubleshooting and resolution process.
• Provide timely status updates and ensure customers understand next steps when an issue requires escalation.
• Maintain a customer-focused approach while supporting users with varying levels of technical proficiency.
• Adhere to applicable security policies, procedures, and organizational standards.

Requirements

• Two (2) years of progressive experience in IT technical support, help desk, service desk, desktop support, or a related discipline.
• Demonstrated experience troubleshooting client-level hardware and software issues.
• Experience using a ticketing or IT service management system to log, track, document, and manage technical support requests.
• Ability to follow established technical procedures and incident-resolution processes.
• Strong customer service, communication, and problem-solving skills.
• Ability to clearly communicate technical information to both technical and non-technical users.
• Ability to meet the security and background investigation requirements associated with the position.
• Active Secret Security Clearance.

Qualifications

• Associate of Arts (AA), Associate of Applied Science (AAS), or qualifying military training. Two (2) additional years of experience may be accepted in lieu of a degree or military experience.
• Preferred Certifications (must already hold one):
  • CompTIA A+
  • CompTIA Security+
• Additional certifications relevant to technical support, desktop support, or DoD cyber workforce requirements are a plus.

Pay

$24.51 / hour + $5.09 / hour Health & Welfare (H&W)

Benefits

• Medical insurance options
• PTO
• 401(k)

This position is subject to applicable Service Contract Act (SCA) wage and Health & Welfare requirements.