Title: IT Service Desk Specialist - Level II 

Investigation Required: Tier 3 (Secret Clearance) 

Certifications: IAT II (Please see Section 3.0 Commercial Certificates for DoD 8570.01-M certificate requirement); CE: Associate (professional preferred) level certification for supported technology as approved by the COR. 

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

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.