IT Service Desk Specialist III

Provide senior-level IT service desk support for complex client incidents at JBSA-Lackland for the Defense Health Agency (DHA).

Responsibilities

• Deliver advanced technical support for customers facing complex issues across hardware, software, applications, workstations, and related client-level IT systems
• Act as an advanced escalation resource for incidents that require troubleshooting beyond Level I and Level II capabilities
• Use advanced troubleshooting methods, diagnostic tools, technical documentation, and knowledge-base resources to determine root cause
• Review complex incidents and create effective solutions aligned with established organizational procedures and technical standards
• Troubleshoot and resolve complex client issues including hardware, software, application behavior, configuration, connectivity, and user-access problems
• Coordinate with system administrators, network teams, cybersecurity personnel, application support teams, and other technical specialists as needed
• Coordinate incident escalations and maintain ownership of assigned incidents through resolution
• Record troubleshooting steps, diagnostic results, technical actions, escalations, and final resolutions in the designated ticketing system
• Develop and contribute technical documentation and knowledge-base content to improve knowledge sharing and support future incident resolution
• Spot recurring issues, trends, and potential root causes, then communicate findings to the appropriate technical teams
• Recommend improvements to troubleshooting procedures, workflows, documentation, and service desk processes
• Identify opportunities to improve support efficiency and enhance the customer experience
• Provide technical guidance and knowledge sharing to other service desk personnel when appropriate
• Maintain clear, professional communication with customers throughout troubleshooting and resolution
• Ensure all support activities follow applicable Government security requirements, technical procedures, and organizational standards

Requirements

• Six (6) years of progressive experience in IT technical support, service desk, help desk, desktop support, or a related IT discipline with advanced proficiency
• Proven experience providing advanced troubleshooting and technical support in an enterprise IT environment
• Experience using diagnostic tools and advanced troubleshooting techniques to identify root cause for complex technical problems
• Demonstrated ability to resolve complex client-level hardware and software issues
• Experience working with multiple technical teams to resolve cross-functional incidents
• Advanced experience using an enterprise ticketing or IT service management system
• Ability to create thorough technical documentation covering troubleshooting activities and resolutions
• Experience contributing to technical documentation, knowledge-base resources, or standard operating procedures
• Strong analytical, diagnostic, and problem-solving skills
• Excellent verbal and written communication skills for technical teams and end users
• Demonstrated commitment to customer service and continuous process improvement
• Ability to meet security and background investigation requirements for the role
• Bachelor’s degree or applicable equivalency of four (4) additional years of relevant experience
• Commercial baseline certification required for consideration: CompTIA CASP+ / SecurityX OR (ISC)² CISSP (ONE REQUIRED)
• Active Secret Clearance

Benefits

• $59,000 - $64,000 plus full benefits, PTO, 401k+