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# IT Service Desk Specialist II

- **Company:** Comptech inc.
- **Location:** Warner Robins, GA, United States
- **Experience:** Experienced
- **Salary:** $55,000.0 - $60,000.0
- **Contract:** Permanent contract
- **Skills:** Cyber Security, Software Engineering, Software Troubleshooting, SC Clearance, Information Technology
- **Published:** September 8, 2026
- **Apply:** https://www.clearancejobs.com/jobs/9149253/it-service-desk-specialist-ii

## About the Role

CompTech Computer Technologies is seeking an experienced IT Service Desk Specialist - Level II to provide technical support in support of the Defense Health Agency (DHA). This position provides intermediate-level technical support to customers experiencing issues with client-level hardware, software, applications, and related IT services. The ideal candidate will bring strong troubleshooting and customer-service skills, experience working within an enterprise service desk environment, and the ability to independently diagnose technical issues, assess incident severity and impact, and drive support requests toward timely resolution, * Four (4) years of progressive experience in IT technical support, help desk, service desk, desktop support, or a related discipline demonstrating intermediate-level proficiency.

 * Demonstrated experience independently troubleshooting and resolving client-level hardware and software issues.
 * Experience diagnosing technical problems and determining appropriate resolution or escalation paths.
 * Experience evaluating and prioritizing incidents based on severity, complexity, urgency, and impact.
 * Experience using an enterprise ticketing or IT service management system to manage incidents and service requests.
 * Demonstrated ability to provide detailed and accurate technical documentation.
 * Strong analytical, troubleshooting, and problem-solving skills.
 * Strong verbal and written communication skills with the ability to effectively support both technical and non-technical users.
 * Ability to work within established incident-management, escalation, and technical support procedures.
 * Ability to satisfy the security and background investigation requirements associated with the position.

Education:

Bachelor's degree or applicable equivalency of four (4) additional years of relevant experience.

Preferred / Relevant Certifications: one is required to be considered.

 * Commercial baseline certifications applicable to this advanced role may include:
 + CompTIA CASP+ / SecurityX
 + (ISC)² CISSP

Additional advanced certifications relevant to cybersecurity, systems administration, networking, enterprise technical support, or DoD cyber workforce requirements are a plus.

Security Clearance Requirements:

 * Active Secret Clearance

## Description

* Provide intermediate-level technical support for customers experiencing hardware, software, application, and workstation-related issues.
 * Troubleshoot, diagnose, and resolve technical problems in accordance with established organizational procedures and approved incident-management processes.
 * Analyze technical issues to identify root causes and determine appropriate troubleshooting and resolution steps.
 * Assess and prioritize incidents based on severity, complexity, business impact, and urgency.
 * Provide advanced troubleshooting support for incidents escalated from Level I service desk personnel.
 * Resolve technical issues within established service levels or escalate incidents to the appropriate technical team when additional expertise is required.
 * Manage incidents and service requests throughout their lifecycle using the designated ticketing/IT service management system.
 * Create and maintain thorough documentation of reported issues, troubleshooting performed, actions taken, resolutions, and escalation activities.
 * Monitor assigned incidents and work to ensure timely resolution of all support requests.
 * Communicate clearly and professionally with customers regarding issue status, troubleshooting activities, expected resolution, and next steps.
 * Identify recurring technical issues and communicate trends or potential problems to appropriate technical teams or leadership.
 * Follow applicable security requirements, standard operating procedures, technical documentation, and organizational support processes.
 * Collaborate with Level I service desk personnel and other technical support teams to facilitate efficient incident resolution.
 * Maintain a high level of customer service while supporting users with varying levels of technical knowledge.