IT Service Desk Specialist - Level I

IT Service Desk Specialist - Level I is an onsite role in Pensacola, FL supporting end users for client-level hardware and software issues for the Defense Health Agency (DHA).

Responsibilities

• Act as the first point of contact for customers needing technical assistance with hardware, software, and other client-level IT issues.
• Perform Tier I troubleshooting by diagnosing and resolving technical problems using established procedures and service desk processes.
• Support common workstations, applications, hardware, software, and user-access issues at the Tier I level.
• Create, update, track, and document incidents and service requests in the designated ticketing system.
• Document troubleshooting steps, actions taken, resolutions, and relevant customer information.
• Escalate issues that cannot be resolved at Level I to the appropriate technical support team.
• Follow incident-management and problem-resolution procedures.
• Communicate professionally with customers throughout troubleshooting and resolution.
• Provide timely status updates and explain next steps when escalation is required.
• Maintain a customer-focused approach for users with varying technical proficiency.
• Comply with applicable security policies, procedures, and organizational standards.

Requirements

• 2 years of progressive experience in IT technical support, help desk, service desk, desktop support, or a related discipline demonstrating the required proficiency.
• Proven experience troubleshooting client-level hardware and software issues.
• Experience using a ticketing or IT service management system to log, track, document, and manage 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 position’s security and background investigation requirements.
• Education: AA, AAS, or qualifying military training. Two (2) additional years of experience may be accepted in lieu of degree or military experience.
• Must already hold one listed certification to be considered.
• Certifications (commercial baseline options may include):
  • CompTIA A+
  • CompTIA Security+
• Active Secret Clearance

Certifications

• Must already hold one of the listed certifications to be considered: CompTIA A+ or CompTIA Security+.
• Additional certifications relevant to technical support, desktop support, or DoD cyber workforce requirements are a plus.

Benefits

• $5.09/hour Health & Welfare (H&W)
• Medical insurance options
• PTO
• 401(k) available

Compensation

• $24.05/hour + $5.09/hour Health & Welfare (H&W)
• Subject to applicable Service Contract Act (SCA) wage and Health & Welfare requirements

Security Clearance Requirements

• Active Secret Clearance