IT Service Desk Specialist - Level II (Little Rock Air ...

Position Summary: Clearwaters.IT is looking for an IT Service Desk Specialist - Level II to join our dynamic team. In this role, you will provide top-tier technical support to our end-users, ensuring smooth and effective operations of IT services. You'll be the go-to person for resolving complex issues and contributing to an exceptional service delivery experience.This position is 100% on-site. Key Responsibilities:Respond to and resolve Level II service desk tickets escalated from Level I support.Troubleshoot hardware, software, and network-related issues for end-users, documenting problems and solutions.Work collaboratively with IT teams to ensure incidents are quickly and effectively managed.Utilize ITIL frameworks to enhance service management practices and improve workflow processes.Update and maintain detailed documentation related to troubleshooting steps and resolutions.Participate in user training and awareness programs to maintain high levels of service satisfaction.Engage in regular team meetings to discuss ongoing issues and improvements.Stay updated on emerging trends and technologies in IT support and suggest improvements.RequirementsAssociate's degree in Computer Science or related field preferred; Bachelor's degree a plus.Minimum of 4 years of experience in a technical support or service desk role.Strong understanding of Windows and Mac OS environments, as well as common business applications.Experience with Active Directory and other network infrastructure tools.Excellent problem-solving and troubleshooting skills.Strong communication skills, both verbal and written.Ability to work in a fast-paced, team-oriented environment.CompTIA Sec+ certification required. Experience with ticketing systems like ServiceNow is a plus.Must possess T3 for suitability security clearance or be able to obtain it. BenefitsCompetitive salary and benefits package, including: Health, dental and vision insurance 401(k) with company match Paid time off (PTO) for vacation, sick leave, and personal days Professional development reimbursement Other benefits, including life insurance, disability insurance, and employee assistance programs

Created: 2026-04-02