IT Service Desk Specialist, Level III

3 Reasons Consulting is seeking a customer-focused and technically skilled IT Service Desk Specialist - Level III to support end users across software, hardware, and network environments. This position will primarily support systems on the Non-Classified Internet Protocol Router Network (NIPRNet) and may work across multiple departments including Desktop Support, Asset Management, and Knowledge Management. The ideal candidate will possess expertise in Windows 11, experience resolving user support tickets, and strong communication skills to deliver high-quality service in a fast-paced IT support environment.

Services to be performed include, but are not limited to: Respond to and resolve trouble tickets in a call center or deskside support environment Provide technical support for Windows 11, software, hardware, LAN/WAN, VPN, and wireless networks Clearly communicate technical solutions in a user-friendly and professional manner Deliver one-on-one end-user training as needed Assist Network Technicians with escalated issues Troubleshoot and resolve issues with network-connected printers Maintain and report on hardware and software inventory data Support the configuration, installation, and testing of authorized IT equipment and peripherals Maintain workstation/laptop operational baselines in accordance with DHA and DoD policy Escalate unresolved technical issues to the appropriate Military Health System (MHS) ServiceNow assignment group Participate in integration, asset management, and knowledge management projects as needed

Bachelor's degree or equivalent experience Experience supporting Windows 11 operating systems in an enterprise IT environment Prior experience in help desk, desktop support, or service desk roles Experience supporting military or federal health IT environments is a plus

Required Certification(s): Must meet DoD 8570 IAT Level II requirements, typically satisfied by: CompTIA Security+ CE, plus An approved Computing Environment (CE) certification (e.g., Windows 11/Server certs)

Clearance Level: Secret clearance required; a background check will be conducted.

Skills and Competencies: Strong problem-solving and technical diagnostic skills Excellent written and verbal communication skills Familiarity with ServiceNow or other ticketing systems Understanding of DoD/DHA IT policies and procedures Ability to prioritize and resolve issues in a high-volume environment Benefits at 3 Reasons Consulting: Company-Paid Benefits