IT Service Desk Specialist II
Location: Pensacola, FL
Job Type: full-time
Company: LinTech Global
Category: Computer Professional
Job Description Apply Now
Dexian Government Solutions is recruiting for an IT Service Desk Specialist II to our proposal effort for the DHA Geographic Service Providers in Pensacola, Florida
Position Overview:
- The IT Service Desk Specialist II provides advanced Tier II technical support for Naval Hospital Pensacola and supported Military Treatment Facilities (MTFs). This position serves as the lead onsite service desk resource, resolving complex hardware, software, account management, and connectivity issues while supporting IT service delivery in a healthcare environment.
- The specialist manages desk operations, leads help desk activities, supports Active Directory and identity management functions, coordinates with DHA enterprise support teams, and provides deskside and remote user assistance. The role requires strong troubleshooting, customer service, and leadership skills to ensure reliable IT support for clinical and administrative users while maintaining compliance with DHA and ITSM/ITIL service management practices.
Functional Responsibility:
- Serve as the primary point of contact for customer engagement, delivering real-time responses to inquiries through various channels (e.g., telephone support, in-person assistance, and live chat services)
- Monitor and triage tickets (incidents, cases, and requests) that have been assigned to the site (e.g., routed from the DHA Geographic Service Center (GSC) or initiated by local users)
- Answer questions, analyze problems and provide technical assistance
- Direct calls that do not belong to the site back to Level 1 (i.e., GSC, base/post/installation local support)
- Monitor and track the IT Service Desk queue and complete work orders within the applicable MTF knowledge base article processes.
- Provide hardware support including but not limited to on-site touch-labor, troubleshooting, integration, configuration, and installation of authorized hardware, software, and peripherals
- Assist with all required equipment staging, burn-in, installation, testing and documentation; This shall include setup of systems, and integration testing and/or troubleshooting for all Government equipment or devices approved for use in network/systems areas supported at DHA site locations.
- Lead help desk personnel in support of help desk assignments to include Defense Medical Logistics Standard Support (DMLSS) ordering and Inventory management
- Log and/or brief the following activities weekly, pursuant to the Government Task Manager: accomplishments and impact of accomplishments to service, the associated DHA ticketing system ticket number (if applicable), percentage of completion if the effort is not yet complete, and upcoming planned task and initiatives, along with planned dates of execution (suspense dates).
- Identify risks, issues, or items of interest.
- Responsible for notifying the appropriate equipment repair Contractor of equipment malfunction for component(s) covered by maintenance agreements and warranties supported.
- Designated with managing and coordinating the delivery and performance of IT services at Naval Hospital Pensacola.
- Acts as the primary point of contact for service desk operations, providing leadership and guidance to team members.
- Handles complex Tier 2 technical issues that Level I cannot resolve; leads help desk personnel including DMLSS ordering and inventory management.
- Collaborates with stakeholders to identify process improvements and enhanced service delivery.
- Manages AD/identity management using mJAD and MECM; provides deskside and remote user assistance.
- Contributes to Monthly Progress Report.
Required Experience:
- 4+ Years progressive applicable IT experience.
- Demonstrated ability to lead and coordinate IT service delivery teams to meet performance objectives.
- Proven expertise in resolving complex technical issues and ensuring operational continuity.
- Strong communication and organizational skills to manage priorities and collaborate with stakeholders Demonstrating ability to lead and coordinate IT service delivery teams to meet performance objectives
- Intermediate deskside support experience troubleshooting desktops, laptops, printers, mobile devices, and peripherals
- Experience supporting Microsoft Windows operating systems and enterprise desktop environments
- Experience using ITSM/service desk ticketing systems for incident management, request fulfillment, escalation, and documentation
- Experience providing customer-facing technical support in high-availability operational environments
- Experience supporting clinical or healthcare IT systems preferred due to Military Treatment Facility (MTF) environment
- Experience imaging, deploying, replacing, configuring, and maintaining endpoint devices
- Ability to provide remote support for geographically dispersed clinics and facilities
- Support performance metrics, SLA tracking, operational reporting, and ticket documentation.
- Rapid issue resolution, support for healthcare delivery systems, minimal disruption to clinical operations, coordination with DHA Government staff and contractor teams.
- Bachelor's degree and/or equivalency
- ITIL 4 Foundation (PREFERRED)
Certification Requirements: IAT II Required to Start
Clearance Requirements: Interim Secret Clearance and DHA CAC required to Start.
Company Description
Dexian Government Solutions is an award-winning ISO 9001:2015 certified, business and GSA contract holder providing diversified Information Technology services to both Civilian and Defense agencies. Services include Software Development, Systems Integration, Data Management, Project Management, Operations & Maintenance, Cybersecurity, and Training and Audio/Visual (AV) Solutions. Dexian Government Solutions has received several recognitions, including rankings on "Top 50 Companies to Watch", Washington Technology's Annual "FAST 50", and Inc. 500's List of "Fastest Growing Private Companies". The Dexian Government Solutions team is comprised of individuals who are dedicated to the success and sustainability of our customers and their missions. Our combination of technical expertise, big business experience, and small business agility allows us to promptly provide our customers with exceptional IT and engineering solutions.
Benefits
Our robust benefits package includes Open Paid Time Off, 11 Federal Paid Holidays & 5 Paid Sick Days, Company-paid Life/AD&D, Company-paid Short Term and Long-Term Disability, Health Insurance with Company Contribution, 401k Plan with Company Match, Employee Recognition Program, opportunity for Employee Referral Bonus, opportunity for annual Performance Bonus and much more!
EEO Statement
Dexian Government Solutions is proud to be an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All employment is decided based on qualifications, merit, and business need.
All applicants will be considered for employment without attention to race, religion, color, national origin, ancestry, physical or mental disability, medical condition, pregnancy (including childbirth, lactation and related medical conditions), marital status, genetic information (including characteristics and testing), gender, sexual orientation, gender identity or expression, military and veteran status, or any other status protected under federal, state, or local law in the locations where we operate.
If you are an individual with a disability and would like to request a reasonable accommodation as part of the employment selection process, please contact Human Resources. The Company invites any applicant and/or employee to review the Company's written Affirmative Action Plan. This plan is available for inspection upon request.
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