IT Service Desk Specialist Level 1

Job Description

Job Title:       IT Service Desk Specialist – Level I
Location:      Joint Base Charleston, S.C. (on-site)
Supporting:  The Defense Health Agency (DHA) **Secret Security Clearance**

Overview

CompTech Computer Technologies is seeking a technically proficient IT Service Desk Specialist – Level I to provide hands-on technical support, desktop administration, and IT infrastructure assistance in support of the Defense Health Agency (DHA).

The ideal candidate will have hands-on IT service desk experience troubleshooting Windows computers, hardware, software, and network connectivity issues. Candidates should be comfortable managing user accounts in Active Directory, installing and configuring software, supporting endpoint devices, and performing routine system maintenance. Familiarity with Windows Server environments and basic infrastructure support is preferred.

Work Scope

IT Service Desk & Technical Support

• Serve as a primary point of contact for end users, providing technical assistance via telephone, in person, and remote support.
• Diagnose, troubleshoot, and resolve hardware, software, operating system, and peripheral issues.
• Monitor, prioritize, document, and resolve incidents and service requests using the DHA-designated ticketing system.
• Provide deskside and remote technical support for Windows workstations, applications, network connectivity, and peripheral devices.
• Install, configure, upgrade, and maintain authorized computer hardware and software.
• Perform system setup, equipment staging, deployment, testing, and documentation.
• Troubleshoot basic LAN, WAN, and wireless connectivity issues.
• Escalate complex technical problems to appropriate support teams while maintaining accurate ticket documentation.
• Communicate technical information clearly and professionally to end users.

Systems Administration & Infrastructure Support

• Assist with the installation, configuration, maintenance, and troubleshooting of Windows-based systems and related IT equipment.
• Support routine system updates, software installations, and basic security maintenance.
• Troubleshoot hardware, software, and connectivity issues, escalating complex problems as needed.
• Maintain accurate technical documentation and collaborate with IT teams to ensure efficient system operations.

Telecommunications & Network Support

• Provide technical support for telecommunications, audiovisual, and video teleconferencing (VTC) equipment.
• Install, maintain, and troubleshoot voice/data cabling, network connectivity, and related devices.
• Ensure proper cable management and maintenance of network equipment in accordance with industry standards and safety procedures.

Incident Management & Reporting

• Document all service requests, incidents, troubleshooting activities, and resolutions within the DHA ticketing system.
• Monitor assigned tickets and ensure timely resolution in accordance with established service-level agreements (SLAs).
• Coordinate with other technical support teams to resolve escalated incidents.
• Communicate scheduled maintenance activities, service interruptions, and unexpected network outages to affected users.
• Maintain accurate technical records and support preparation of the Monthly Progress Report (MPR).

Experience/ Qualifications, Education, and Certification Requirements:

Required Experience:

• Two (2) years of progressive experience in IT technical support, help desk, service desk, desktop support, or a related discipline demonstrating the required level of proficiency.
• Experience providing IT service desk, desktop support, technical support, or related IT services.
• Hands-on experience troubleshooting Windows operating systems, computer hardware, software applications, and peripheral devices.
• Working knowledge of Active Directory, including user account administration, permissions, and group management.
• Familiarity with IT ticketing systems, incident management, and technical escalation procedures.
• Understanding of basic networking concepts, including TCP/IP, LAN/WAN connectivity, and wireless networking.
• Familiarity with software installation, operating system updates, and routine system maintenance.
• Ability to diagnose technical problems, document solutions, and communicate effectively with end users.
• Strong organizational, customer service, and problem-solving skills.

Preferred Experience:

• Experience supporting Windows systems, Active Directory, and enterprise IT environments.
• Familiarity with endpoint management tools, including Microsoft Endpoint Configuration Manager (MECM).
• Basic understanding of system maintenance, data backups, and IT security best practices.
• Familiarity with ServiceNow or similar ticketing systems.
• Previous experience supporting DoD, DHA, Military Health System (MHS), or other federal government IT environments.

Education:

• Associate of Arts (AA), Associate of Applied Science (AAS), or qualifying military training. Two (2) additional years of experience may be accepted in lieu of a degree or military experience.

Certifications – You must already hold one in order to be considered.

• Commercial baseline certifications applicable to this role may include:
  • CompTIA A+
  • CompTIA Security+

Additional certifications relevant to technical support, desktop support, or DoD cyber workforce requirements are a plus.

Security Clearance Requirements:

• Active Secret Clearance

Salary:

• $26.97 /hour + $5.09/hour Health & Welfare (H&W)
  Medical insurance options, PTO, and 401(k) available. This position is subject to applicable Service Contract Act (SCA) wage and Health & Welfare requirements.