IT Service Desk Specialist – Level III

About the role

Kaimetrix is seeking an IT Service Desk Specialist – Level III to provide advanced technical support for client-level hardware and software issues in a secure, mission-critical environment. This role is responsible for diagnosing complex technical problems, implementing effective solutions, and ensuring a high level of customer satisfaction through efficient support services.

What you'll do

• Utilize advanced troubleshooting techniques and diagnostic tools to identify root causes of technical issues
• Provide in-depth technical support for client-level hardware and software problems
• Collaborate with other technical teams to resolve complex issues and ensure timely resolution
• Document troubleshooting steps, resolutions, and outcomes in the designated ticketing system
• Leverage knowledge base resources to support issue resolution and contribute to knowledge sharing
• Continuously identify opportunities to improve support processes and enhance customer satisfaction
• Support the implementation of effective solutions to maintain system functionality and service continuity

Qualifications

Education/Experience:

• Minimum of 6 years of progressive experience in technical support or IT service desk roles
• Bachelor’s degree in Information Technology, Computer Science, or a related field, or equivalent experience

Certifications:

• Advanced Certification such as CompTIA CASP+ or (ISC)² CISSP

Clearance:

• Active Tier 3 (T3) background investigation or ability to obtain and maintain