IT Service Desk Specialist – Level I

About the role

Kaimetrix is seeking an IT Service Desk Specialist – Level I to serve as the first point of contact for technical support in a secure, mission-critical environment. This role is responsible for providing initial troubleshooting and resolution of client-level hardware and software issues while ensuring a high level of customer service and adherence to established support procedures.

What you'll do

• Troubleshoot, diagnose, and resolve technical problems related to client-level hardware and software
• Follow established organizational processes and procedures for incident resolution
• Serve as the first point of contact for customer support requests and provide timely assistance
• Manage and maintain a ticketing system to log, track, and document all support requests
• Provide clear and effective communication to customers throughout the support process
• Ensure accurate documentation of incidents, troubleshooting steps, and resolutions
• Support consistent and reliable delivery of IT services in alignment with operational requirements

Qualifications

Education/Experience:

• Minimum of 2 years of progressive experience in technical support or IT service desk roles
• Associate of Arts (AA), Associate of Applied Science (AAS), military training, or equivalent experience

Certifications:

• Advanced Certification such as CompTIA A+, CompTIA Security+

Clearance:

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