IT Service Desk Specialist - Level II

Title: IT Service Desk Specialist - Level II

Location: Fort Gordon Eisenhower, Georgia

Certifications required: IAT level 2

Required Experience:

• Four (4) years of progressive experience demonstrating the required proficiency.

Role & Responsibility:

• Answers questions, analyzes problems and provides technical assistance, support, and advice to end users for hardware, software, and systems through phone, email, or chat.
• Resolves computer software and hardware problems of users, and acts as a contact for users having problems using computer software, hardware, and operating systems.
• Acts as the escalation path to resolve moderate to highly complex technical issues.
• Specialized in certain aspects of technologies to assist the customer base.
• Provides support for call overflow during peak time or reduced staff during off peak hours.
• Level II performs more varied and difficult tasks compared to Level I.

Minimum Education:

• Bachelor's degree and/or equivalency.