IT Service Desk Specialist – Level II

About Kaimetrix, L. L. C.

At Kaimetrix, we deliver complete IT solutions and bring together complex and often siloed services - increasing the value of IT through a holistic, end-to-end approach. We combine real data with expert insights to help organizations modernize, streamline operations, advance IT initiatives, and achieve mission success for federal civilian, defense, and intelligence agencies. Our core capabilities include cybersecurity, data operations, end-user support, IT management, software development, systems engineering, process improvement, and technical advisory.

We believe our greatest asset is our people. We invest in our team’s growth, empower them with autonomy and accountability, and offer meaningful work that supports mission-focused agencies while advancing your career.

Join us if you’re looking to do impactful work, develop professionally, and be part of a culture that values continuous improvement, metrics-driven performance, and exceptional service.

Benefits Summary: Kaimetrix offers a comprehensive benefits package that includes medical, dental, and vision insurance; company-paid short-term and long-term disability coverage; company-paid life and AD&D insurance with additional voluntary options; a 401(k) and Roth retirement plan with employer matching; paid time off that increases with tenure; 11 paid federal holidays; FSA and HSA options; commuter benefits; annual education reimbursement for approved training and certifications; employer-paid identity protection; and optional supplemental coverages such as accident, cancer, critical illness, and hospital indemnity.

Kaimetrix, L.L.C. is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, or national origin.

About the role

Kaimetrix is seeking an IT Service Desk Specialist – Level II to provide technical support for client-level hardware and software issues in a secure, mission-critical environment. This role is responsible for diagnosing technical problems, prioritizing incidents based on severity, and ensuring timely resolution of support requests while maintaining accurate documentation and service quality.

What you'll do

• Troubleshoot, diagnose, and resolve technical problems in accordance with established organizational processes and procedures
• Diagnose technical issues and prioritize incidents based on severity, impact, and complexity
• Ensure timely resolution of all support requests to maintain system availability and user productivity
• Manage and maintain a ticketing system to log, track, and update incidents and service requests
• Provide thorough documentation for all incidents, including troubleshooting steps and resolutions
• Support consistent delivery of IT services aligned with operational and security requirements
• Assist with identifying opportunities to improve service desk processes and performance

Qualifications

Education/Experience:

• Minimum of 4 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:

• CompTIA Security+, CompTIA CySA+

Clearance:

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