IT Service Desk Specialist - Level II

Role Description

As an IT Service Desk Specialist (Level II), you will serve as a critical technical resource within the Wright-Patterson AFB and Defense Health Agency IT infrastructure. This role goes beyond basic troubleshooting; you will act as a senior technical point of contact, handling escalated, complex issues that require deeper analytical skills and specialized technical knowledge. You will be responsible for ensuring mission-critical uptime by providing high-tier support via phone, email, and chat, while also serving as a mentor and escalation path for Level I technicians.

Responsibilities

• Answers questions, analyzes problems and provides technical assistance, support, and advice to end users for hardware, software, and systems through phone, email, or chat.
• Solves computer software and hardware problems of users, and acts as a contact for users having problems using computer software, hardware, and operating systems.
• Acts as the escalation path to resolve moderate to highly complex technical issues.
• Specializes in certain aspects of technologies to assist the customer base.
• Provides support for call overflow during peak time or reduced staff during off peak hours.
• Level II performs more varied and difficult tasks compared to Level I.

Qualifications

• Clearance Level: T3 Investigation for Suitability required
• Education: Bachelor’s degree and/or equivalency
• Experience: Four (4) years of progressive experience demonstrating the required skills
• IAT II certification

Benefits

• Voluntary Medical, Dental, Vision, with Health Savings or Flexible Spending Plan options
• Voluntary Life, Critical Illness, Accident, and Long Term Care insurance options
• Group Term Life, Short-Term and Long-Term Disability is provided by Sentar to all qualifying employees
• Grossly generous 401(k) match
• Competitive PTO plan that graduates quickly with years of service
• Other leave programs; holiday schedule along with bereavement, maternity, jury and military duty
• Mental health awareness programs
• Tuition reimbursement
• Professional development reimbursement
• Recognition and Awards programs